About Us Full Potential Solutions FPS is a performance-based analytically driven omnichannel solutions organization with operations in Kansas City MO Chennai India Bogota Colombia and Manila Philippines that puts culture and employees first We are a rapidly growing global company employing the best people processes and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees We invest in our people and put culture first because we believe that happy fulfilled teams deliver breakthrough results FPS offers a competitive suite of benefits for our employees including a lucrative compensation program medical dental and vision benefits and the chance for high potential career growth with a fast-growing company Our Core Values Integrity - Do what s right for everyone clients shareholders partners colleagues TEAM is more important than self and create an atmosphere of mutual respect Excellence - Deliver exceptional client results Reward and recognize performance and Relentless pursuit of improvement Accountability - Act like an owner take pride in our work Measure results your own and our clients Be passionate Grace - Respect and appreciate differences Care for one another Humility Make work personal Our Mission To create conditions within which people can thrive Customer Protection Team Associates are ambassadors who earn customer loyalty by delivering personalized convenient and secure service They maintain a high-quality customer experience through a customer-centric approach and take ownership of risk mitigation complying with various regulations and policies to ensure timely delivery of customer transactions Risk Investigator Associate acts as a first point of contact ensuring a high-quality secure and customer-centric experience while mitigating risks and ensuring compliance Duties and Responsibilities Review transactions and all available information to understand our customers while respecting all identities Make customer-centric decisions and take the path of least resistance to protect our customers Observe customer transactions to identify fraudulent activities such as account takeovers friendly fraud theft and other similar risks Exhibit a bias for action on observed patterns and trends and take ownership by providing timely and accurate resolutions based on customer and market needs Aim for excellence during goal setting keeping continuous improvement foremost in mind whether for personal development or process enhancement Identify suspicious activities and unusual patterns that could result in fraud including but not limited to AML issues and activities reported by other staff members Contact customers and banking institutions to verify legitimate transactions and payment information Communicate effectively showing respect genuine empathy and care Properly document all interactions and findings using the organization s tools and platforms Be data-driven when presenting feedback and recommendations Take inbound and outbound calls to request additional documents for KYC compliance and or to mitigate risk behaviors Serve as backup support for the Customer Service team when needed Answer transferred calls from the Customer Service team regarding transactions currently under review or those that resulted in customer dissatisfaction due to the review process Provide critical support as needed to handle escalations and process Risk Reviews Partner and collaborate effectively with the rest of the Customer Success and Risk Operations teams Contribute to and participate in continuous improvement projects aimed at enhancing operational processes Qualifications At least 1 year of BPO or call center experience in risk and fraud management preferably within financial accounts or industries such as insurance travel telecommunications logistics procurement e-commerce and retail Experience should involve roles focused on fraud prevention and tasks such as payment processing managing debit and credit card transactions handling reimbursements and resolving disputes Process improvement and documentation experience is a plus Six Sigma Certification Yellow Belt is a plus College Graduate or completed 3 year Bachelor s College Degree A Bachelor s Degree in Management Finance Business or related fields is an advantage Candidates must be of legal working age

📌 Customer Protection Team Associate (Pune)
🏢 full potential solutions
📍 Pune