01Key Responsibilities
1. Customer Verification:
a) Make outbound calls to customers to verify recent transactions.
b) Confirm details of transactions, including date, amount, and merchant information.
c) Identify and escalate any suspicious or unauthorized transactions for further investigation.
d) Call the customer and assist him to complete the transaction.
e) Also resolve the customer queries over calls or Email
2. Data Entry and Documentation:
a) Accurately record the outcome of each call and update the customers transaction history
in the database.
b) Maintain detailed records of verification attempts and results.
c) Ensure all customer information is kept confidential and secure.
3. Customer Service:
a) Provide excellent customer service by addressing any concerns or questions customers
may have about their transactions.
b) Assist customers in understanding the verification process and its importance.
c) Guide customers on how to report unauthorized transactions and the steps involved in
the investigation process.
4. Collaboration:
a) Work closely with the fraud prevention team to report and analyse patterns of fraudulent
activity
b) Communicate effectively with team members and management to improve verification
processes and customer experience
5. Compliance and Procedures:
a) Adhere to all company policies, procedures, and regulatory requirements
b) Stay updated with the latest fraud prevention techniques and industry best practices
What we look for
1. 1 3 years of experience in tele calling
2. Proven experience in customer service or call center roles, preferably in a financial or
transactional setting.
3. Excellent verbal communication skills and a clear, pleasant speaking voice.
4. Strong attention to detail and ability to accurately record information.
5. Ability to handle confidential information with integrity and professionalism.
6. Basic computer skills and familiarity with CRM software or databases.
7. Problem-solving skills and the ability to think critically under pressure.
8. Strong organizational skills and ability to manage multiple tasks simultaneously.
9. Willing to work from office (standard working hours). However, should be ready to work on
afternoon shifts or on weekend shifts, as & when required
Preferred Skillsets:
1. Experience in fraud detection or financial services.
2. Knowledge of common fraud schemes and prevention techniques.
3. Bilingual skills are a plus.
Location: Mumbai (WFO) .
