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Team Leader – Deposit Fraud
Location
Philippines
Posted
1 day ago
Salary
0
Seniority
Senior
Job Description
Team Leader – Deposit Fraud
Extend Your Team
• Responding to customer queries in a timely & effective manner via Zendesk or other customer support tools • Identifying and resolving fraud and risk issues (e.g. account opening / identity theft, account takeover, check kiting, money laundering, etc.) • Thoroughly documenting investigative steps, conclusions, and remediation in addition to customer compliments & complaints • Designing and modifying fraud prevention policy and procedure • Auditing, coaching, and training junior level staff • Collaborating with other departments to process department related tasks • Review customer account opening applications through various fraud software platforms to ensure standards are met • Tracking customer experiences across online & offline channels using logs, dashboards, and CRM systems
Job Requirements
- At least 2 years of experience in a similar role, preferably with a top 25 depository US Financial Institution
- In-depth knowledge of US Banking regulations as it pertains to fraud
- Working knowledge of MS Excel / Google Sheets formulas and function is a must; basic SQL knowledge strongly preferred
- Experienced in customer-facing roles in a depository account
- Superb communication, collaboration, and problem-solving skills including root-cause analysis.
- Proficiency, speed, and accuracy in written communication.
- Fluency, clarity, and good diction in English
- Great organizational skills & time management abilities
- Experience using customer communication tools (Zendesk), task management tools, Google Drive, and Email.
- Detail-Oriented - we’re a financial services company so being correct about the details matter
- Bachelor's Degree or comparable work experience in financial services
- Flexibility to work US Pacific time 9 AM to 5 PM (with a 1-hour break time in between)
- Must be presently residing in the Philippines
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