Team Leadership: Lead, motivate, and manage a team of customer care representatives handling fraud reports, scam inquiries, and compensation appeals. Provide ongoing coaching, feedback, and performance reviews.
Fraud & Scam Case Management: Oversee resolution of fraud and scam cases, ensuring timely investigations, clear communication with customers, and accurate documentation.
Compensation Oversight: Supervise processing and review of customer compensation appeals for fraudulent transactions or scams in line with bank policies.
Compliance & Governance: Ensure all customer interactions adhere to bank policies, regulatory requirements, and legal standards. Monitor investigations for completeness and quality of communication.
Training & Development: Develop training materials and conduct sessions on fraud detection, scam awareness, and compensation procedures. Provide continuous development opportunities for the team.
Performance Monitoring: Track KPIs such as case resolution times, customer satisfaction, and compensation outcomes. Use insights to identify improvement areas and implement corrective actions.
Escalation Management: Act as the escalation point for complex or high-priority cases and provide guidance to team members.
Customer Experience: Ensure empathetic, patient, and effective communication in all interactions, striving for a positive experience even in difficult situations.
Reporting & Analysis: Prepare and present regular reports on team performance, case outcomes, fraud/scam trends, and compensation statistics.
