Assistant Manager - Fraud Risk and Alternate Reviews

Assistant Manager - Alternate Reviews

About the company

SBI Card is a leading pure-play credit card issuer in India, offering a wide range of credit cards to cater to diverse customer needs. We are constantly innovating to meet the evolving financial needs of our customers, empowering them with digital currency for seamless payment experience and indulge in rewarding benefits. At SBI Card, the motto 'Make Life Simple' inspires every initiative, ensuring that customer convenience is at the forefront of all that we do. We are committed to building an environment where people can thrive and create a better future for everyone.

SBI Card is proud to be an equal opportunity & inclusive employer and welcome employees without any discrimination on the grounds of race, colour, gender, religion, creed, disability, sexual orientation, gender identity, marital status, caste etc. SBI Card is committed to fostering an inclusive and diverse workplace where all employees are treated equally with dignity and respect which makes it a promising place to work.

Join us to shape the future of digital payment in India and unlock your full potential.

What’s in it for YOU

1. SBI Card truly lives by the work-life balance philosophy. We offer a robust wellness and wellbeing program to support mental and physical health of our employees
2. Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees
3. Dynamic, Inclusive and Diverse team culture 
4. Gender Neutral Policy
5. Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits
6. Commitment to the overall development of an employee through comprehensive learning & development framework

Role Purpose 

As a SME, conduct High Risk Account Assessment and Activation on  Suspected Fraud Blocked Accounts, Demographic Change and alerts  for all types of suspected Fraud scenarios. Analyze risk of financial crime basis customer & transaction behavior to enable Card Activation, identify device compromise, account takeover and other Fraud Modus.

Role Accountability

Enhanced and Holistic Review of Suspected Fraud Blocked Accounts:

1. Perform holistic review of Suspected Fraud Blocked Accounts, Demographic Change Review and alerts by leveraging Bureau, Alternate sources of data, online validation in public databases, internal & external databases to identify anomalies to identify identity take over, Mule Accounts /transaction frauds/Cross Sell frauds/Industry escalated frauds etc.
2. Ensure Service Delivery, Block resolution and SLA adherence on Warm call Transfer/Proactive Customer outreach for Card Account Insta Activation.
3. Analyze risk of Financial Crime , Communicate & probe Customer to understand the modus and block / unblock cards if required 
4. Perform RCA to identify Process issues, Fraud Patterns and detailed Fraud Modus. 
5. Fraud awareness to customers to safeguard them against potential fraud threats
6. Report/flag-off fraud patterns & report the same to team leads/analytics team for preventive action.
7. Coordinate with intra/inter-Functional stakeholders to address / rectify the Process Lapses & reduce decline rate and fraud disputes.
8. Ensure adherence to regulatory compliance on transaction monitoring
9. Fraud awareness to customers to safeguard them against potential fraud threats
10. Handling  escalations received from Banking Ombudsman, Internal Ombudsmen, Government, Senior Management, Other Functions and ensuring to timely action and response with complete accuracy. 
11. Keep track of actioned cases and ensure faster resolution

Process Excellence:

1. Ensure Accuracy & TAT adherence in processing & closure of Activation requests/payment frauds/industry escalated accounts.
2. Ensure adherence to process SOPs & customer contact policies
3. Identify and suggest improvement areas for increased fraud mitigation, reduce disputed, reduce blocks and share with team leads/process leads for evaluation & implementation

Measures of Success 

1. Productivity (No. of SRs reviewed & processed in a day) as per MOU
2. Fraud Block review and decisioning Accuracy 
3. Transaction Fraud trends highlighted and process improvement opportunities suggested
4. Process Adherence as per MOU

Technical Skills / Experience / Certifications

1. Subject Matter Champion on Fraud Management, Application Sourcing and Transaction Processing systems and KPI 
2. Deep knowledge of fraud management, application sourcing and transaction processing systems and KPI
3. Experience of documenting case facts wi

Competencies critical to the role

1. Analytical Ability and Problem Solving
2. Decisiveness
3. Listening skills
4. Probing skills
5. Process Orientation

Qualification 

Graduate in any discipline from a reputed and recognized institute / University.

Preferred Industry

Banking / Financial Services /Consulting/Fraud Strategy/Ecommerce

Experience Level

Mid Level