Fraud analyst

Job Description

Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards.Working FlexiblyWe re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises and supports ways to balance your personal needs, alongside the professional needs of our business. Providing the opportunity for all our employees, globally to work flexibly empowers each of us to work in a way that suits our lives as well as enabling us to better service our customers and clients needs. Whether you have family commitments or you re a career, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life. If you would like some flexibility, then please discuss this with the hiring manager.Introduction:To effectively and efficiently respond to customer calls/make outbound calls to customers, reply to their queries and resolve issues related to fraud concerns.To ensure the quality of output and accuracy of information is maintainedWhat will you be doing

• Deal with customer queries and ensure appropriate resolution is offered to be able to manage customer experience and NPS (Net Promoter Score)
• Process transactions in accordance to approved process and procedures, international regulations and within pre-agreed service levels and with speed/accuracy
• Handle customer requests with the support of clearly defined scripts and processes. Adhere to the Service Level Agreements specified by the client / process and ensure adherence to time schedules
• May have the authority to release and verify funds across a variety of systems used by the department. Deal with customers and may be required to identify, log and escalate complaints and resolve queries by tracking them internally and escalate upwards if necessary
• Responsible for the management of own daily workload, to ensure telephone enquiries / queries are dealt with in an efficient and knowledgeable manner to meet the demands of the business grades of service and ensuring that all unresolved cases / queries are allocated to the respective areas
• Responsible for identifying potential loss situations promptly escalating to the relevant areas to minimise the risk to the business and the customer
• Adhere to organizational wide information security policies and procedures. Assist Team Manager / Process Expert in administration of the section, including organising workflow, queue management and query resolution
• Adhere to quality control discipline, procedures and checks at all times
• Day to day query resolution, with upward escalation of more complex queries to the management team
• Report issues and concerns as soon as possible to seniors/ team leaders/ managers etc in time and with complete information, in which effort is made to prevent or limit possible damage/fraud.
• Responsible for driving own performance management, collating relevant documentation, preparing for and arranging self-performance reviews
• Thorough solution of queries & identify improvements to processes
• Maintain effective performance by being adaptable and positive in approach to dynamic business circumstances, questioning procedures and proactively seeking solutions
• Knowledge of risk awareness, audit disciplines and controls

What we re looking for:

• Under-Graduate/Graduate/Post-Graduate in any discipline (Fresher s applicable however preferably Graduate Fresher). Relevant years of experience would be preferred.
• Experience of working in a customer facing service environment
• Effective communication skills
• Good typing skills (25-30 word per minute)

Skills that will help you in the role:

• Achieving high standards and delivering results with accuracy and attention to detail
• Flexibility in hours of work and ability to work in changing shifts patterns

Where will you be working

• Pune

Be More at BarclaysAt Barclays, each day is about being more as a professional, and as a person. Be More @ Barclays represents our core promise to all current and future employees. It s the characteristic that we want to be associated with as an employer, and at the heart of every employee experience. We empower our colleagues to Be More Globally Connected, working on international projects that improve the way millions of customers handle their finances. Be More Inspired by working alongside the most talented people in the industry, and delivering imaginative new solutions that are redefining the future of finance. Be More Impactful by having the opportunity to work on cutting-edge projects, and Be More Valued for who you are.Interested and want to know more about Barclays Visit home.barclays/who-we-are/ for more details.Purpose, Values and Mindset We deploy finance responsibly to support people and businesses, acting with empathy and integrity, championing innovation and sustainability, for the common good and the long term.Our values underpin everything we do: Respect, Integrity, Service, Excellence and Stewardship.RespectWe harness the power of diversity and inclusion in our business, trust those we work with, and value everyones contribution.IntegrityWe operate with honesty, transparency and fairness in all we do.ServiceWe act with empathy and humility, putting the people and businesses we serve at the centre of what we do.ExcellenceWe champion innovation, and use our energy, expertise and resources to make a positive difference.StewardshipWe prize sustainability, and are passionate about leaving things better than we found them.Our Mindset shapes how we take action, living by our Values, driven by our Purpose, always with our customers and clients at the heart of what we do; our Mindset is to Empower, Challenge and Drive.,

Keyskills :
winning others overrisk management frameworkservice levelservice levelsquality controlrisk managementconsumer bankingquery resolutionequipment supply