Account Protection Specialist
My client, a leading Financial Services organisation currently have openings for German speaking Account Protection Specialists to work in their Global Fraud Protection Services Department.
As a German speaking Account Protection Specialist, you add incremental value on each and every interaction with a stated outcome of exceptional feedback from our customers and increased customer loyalty. You will be responsible for evaluating and analyzing account information and recommending tailored solutions to the card member.
Duties may include, but are not limited to the following:
- Handle outbound and inbound calls on accounts while maintaining a professional working relationship with our customers.
- Identify fraud trends and develop continuous process improvements.
- Handle incoming authorisations requests - resolved within the assigned empowerment limit guided by existing international authorisations policies and procedures.
- Refer complex cases or charges above empowerment limit in accordance to the outlined concurrence and escalation matrix.
- Ability to detect and minimise credit and fraud risk whilst enabling spend at the same time.
- Uphold the highest level of integrity by adhering to compliance including, but not restricted; to law and regulations, privacy and data protection principles, anti-corruption, anti-money laundering, code of conduct and sanction rules.
- Handle customers (service establishments and card members) basic enquiries after business office hours, weekends public holidays, unless an exception is granted on market basis.
- Update support messages and account status into the credit authorisation system for fraud and credit reasons.
- Handle after hours credit, fraud, customer service, centurion and corporate customer inquiries after business office hours, weekends public holidays.
- Liaise with overseas servicing centres on authorisations requests and customer enquiries, both internal and external
- Handle internal customer enquiries on authorisations related queries.
- Participate in scheduled off phone work related activities, including trainings, town halls, employee engagement and team building activities.
Qualifications
- German native speaker
- Keen interest in Risk Management
- Excellent communication skills
- Attention to detail
- Keen to participate in a high-performing team environment
- Call Centre experience
- Open to learn continuously
- High level of intrinsic motivation and integrity
- Must be willing to work on shifts (24x7)
Please apply if you are interested!
Leave a Reply
You must be logged in to post a comment.