Fraud Analyst

Overview

Job details

Job type

• Permanent

Shift and schedule

• UK shift

 

Location

Noida, Uttar Pradesh

 

Full job description

Step into the role of Fraud Analyst at Barclays, where you will play a pivotal role to manage operations within a business area and maintain processes, risk management initiatives and compliance with relevant regulators. You will take ownership of your work, ensuring it aligns with the relevant rules & regulations, and codes of conduct.

To be successful as an Fraud Analyst at Barclays, you should have below critical skills.

• Min 1 years of relevant experience.

• Graduate/post-graduate in any discipline.

• Excellent communication skills.

• Blended Process with outbound calls.

• Experience in Customer Service and handling fraud related queries in Banking.

• Experience of working in BPO/KPO in Voice or Blended Process.

• UK Shift - Flexibility in hours of work and ability to work changing shifts patterns.

• 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 organizing 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

You may be assessed on key essential skills relevant to succeed in role, such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job-specific technical skills.