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.

Qualification:

Soft Skills

- Excellent written and verbal English communication skills
- B2 speaking proficiency following CEFR standards
- B1 writing proficiency following CEFR standards
- Ability to multi-task and perform duties with high accuracy and strong degree of urgency with minimal supervision
- Proven ability to work in rapid paced dynamic environments where decisions are made without compromising on customer experience and financial losses
- Critical thinking and decision-processing skills.
- Amenable to work onsite and during unconventional hours (evenings, weekends and holidays)
- Demonstrates flexibility to work overtime based on business needs
- Must be willing to work onsite (Yerawada, Pune, Maharashtra).
- Must be willing to work in a shifting schedule including weekends and holidays.

Technical Skills

- Typing speed of at least 30 WPM.
- Experience in using multiple web tools is a must.
- Good internet and computer navigation skills.

Experience, Education, Age

- 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.

Work Location: In person

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