Senior Customer Service Analyst - Voice Support

Customer Contact Comms Senior Analyst-Voice

Skill required: Omnichannel - Customer Service
Designation: Customer Contact Comms Senior Analyst
Qualifications:Any Graduation
Years of Experience:5 to 8 years
Language - Ability:English(International) - Expert
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? Responsible for identifying, assessing, and mitigating fraud risks related to new customer subscriptions and existing customer activity. Focused on protecting the organisation from fraud exposure while adhering to internal policies and industry best practices.
What are we looking for? The requirement is to identify, assess, and mitigate fraud risks related to both new customer subscriptions and activities of existing customers on our network. The Fraud Operations Team will leverage advanced fraud detection tools and techniques—including identity verification and behavioural analytics—while adhering to internal fraud prevention policies and applying industry best practices. • Experience in fraud prevention, risk, or revenue protection environments preferred• Familiarity with fraud detection tools advantageous• Experience in regulated or compliance-led environments beneficial. • Strong analytical and investigative skills• High attention to detail• Risk awareness and sound judgement• Ability to apply policy consistently• Strong written documentation capability
Roles and Responsibilities: • Conduct fraud risk assessments on new and existing accounts• Perform identity verification checks• Apply behavioural analytics and fraud detection tools• Investigate suspicious activity and account anomalies• Document case findings and escalate high-risk cases• Ensure compliance with fraud prevention frameworks