The Fraud Compensation Specialist is responsible for managing customer compensation appeals related to fraudulent transactions or scams. The role ensures fair, compliant, and empathetic handling of fraud cases while maintaining the Bank's policies, regulatory standards, and customer trust.
Key Responsibilities
Fraud Case Management
- Review and process customer compensation appeals for fraudulent transactions or scams.
- Ensure compensation decisions are accurate, fair, and aligned with bank policies and procedures.
Compliance & Risk Oversight
- Ensure all customer interactions comply with internal policies, regulatory requirements, and legal standards.
- Monitor investigations to confirm completeness and accuracy of case handling.
Customer Experience
- Provide empathetic, patient, and effective communication during interactions with affected customers.
- Strive to create a positive customer experience even in challenging situations involving financial loss.
Data & Reporting
- Maintain accurate records of fraud cases and compensation outcomes in CRM or case management systems.
- Analyze performance metrics to identify trends, risks, or opportunities to improve processes.
Adaptability & Decision Making
- Make informed decisions in a fast-paced environment, particularly for escalated or complex cases.
- Quickly adapt to changes in fraud trends, regulations, or evolving business priorities.
Job Requirements
- Bachelor's Degree in any discipline.
- Minimum 3 years of experience in retail banking customer service, fraud prevention, or claims management (lesser experience may be considered).
- Strong understanding of retail banking products, fraud detection processes, scam prevention, and compensation protocols.
- Proficient in CRM systems, case management tools, and office software (Word, Excel).
- Strong attention to detail and analytical skills in managing fraud cases and compensation requests.
- Demonstrated empathy, customer-first mindset, and commitment to service excellence.
