Job Overview:

Risk Investigator 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.

Key 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.

Required Skills:

- 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.

Qualification:

- 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.
- At least 1 year of BPO or call center experience in risk and fraud management
- Six Sigma Certification: Yellow Belt is a plus.

Pay: ₹35,000.00 - ₹37,000.00 per month

Work Location: In person

📌 International Customer Service Advisor - Voice Process (India)
🏢 Radhika Provision
📍 India