Job Title:
Sr. SME, Operations
Job Description
The Sr. SME, Operations provides floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.
1. Job Description: Sr. SME, Operations – Fraud Back Office
This role focuses on processing, chargeback logic, fund recoveries, and analyzing fraud trends.
Position: SME, Operations (Fraud Back Office)
Job Location: Hyderabad
Total Experience: 5+ Years
Relevant Experience: 2+ Years in Fraud Back Office (Application Fraud, Disputes, or Recoveries)
Key Responsibilities
• Queue & Floor Support: Provide real-time operational floor support and complex case guidance to backend processing agents.
• Metric & SLA Ownership: Assist the Team Leader in driving core backend metrics, focusing heavily on SLA turnaround time,
case accuracy, and quality scores.
• Root Cause Analysis (RCA): Analyze high-value leakage patterns, recurring fraud trends, and dispute errors to recommend process improvements.
• Escalation Processing: Handle end-to-end complex fraud claims, financial write-off validations, and high-priority back-office escalations.
• Grooming & Nesting: Mentor new hires during nesting, providing hyper-care support to minimize operational errors and financial exposure.
Domain-Specific Knowledge and Skills
• Application & ID Fraud: Robust processing knowledge of first-party and third-party identity fraud detection during digital onboarding.
• Disputes & Chargebacks: Deep understanding of network rules (Visa/Mastercard) for card-present and card-not-present (CNP) chargeback cycles.
• Fraud Recovery: Proven experience in fund mitigation, tracking fraudulent transfers, and initiating recalls with beneficiary banks to m