VP Customer Service (Fraud-Group Retail)

• Manage the processing and review of customer compensation appeals related to fraudulent transactions or scams. Ensure each case is reviewed thoroughly, and compensation decisions are made in accordance with the bank's policies and procedures.
• Ensure that all customer interactions are handled in compliance with bank policies, regulatory requirements, and legal standards. Review and monitor cases to ensure that investigations are complete, and customer communications are clear and empathetic.
• Ensure empathetic, patient, and effective communication. Strive to create a positive customer experience, even in difficult situations involving fraud or financial loss.

Job Requirements

The ideal candidate will have a strong background in customer service, a deep understanding of fraud management and compensation protocols, and able to provide exceptional service. He/she will ensure that fraud cases are handled efficiently and with empathy while maintaining compliance with internal policies and regulatory requirements.

Bachelor's Degree

At least 3 years of customer service experience in retail banking, fraud prevention, or claims management. Candidates with lesser years of experience will also be considered.

Strong understanding of retail banking products and services, fraud detection processes, scam prevention, and compensation protocols. Familiarity with financial regulations and consumer protection laws

Excellent communication, and interpersonal skills. Strong problem-solving skills, with a customer-first mindset.

Proficient in CRM systems, case management tools, and basic office software (e.g., Word, Excel). Experience with fraud detection and reporting systems is a plus.

Strong empathy and a commitment to providing excellent customer service, especially when dealing with distressed customers affected by fraud or financial loss.

Strong attention to detail when managing fraud cases, processing compensation requests, and analyzing performance metrics.

Ability to make informed decisions in a fast-paced environment, particularly when handling escalated cases or complex customer issues.

Ability to quickly adapt to changing circumstances, including shifts in fraud trends, regulatory changes, or evolving business priorities.