Fraud Investigation Officer 1
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Position Title: Fraud Operations Officer
Job Summary:
To support the department’s day-to-day operations, ensuring immediate and effective handling of fraud related queries, requests, or complaints. Through operational efficiency, strategic process improvements, and ensuring compliance with regulatory standards, the goal is minimizing financial losses, and upholding customer trust across various service channels. Success in this role will be measured by achieving the following key outcomes:
1. Operational Efficiency: Maintain an 80% grade of service (GOS), an 85% answer rate (AR) for the department, and a 90% individual reliability rate
2. Quality Assurance: Attain a quality assurance (QA) score of at least 80% or higher for fraud related inquiries, request, or complaints
3. Transaction and Error Rates: Ensure that error rate is within the threshold of <3% for fraud-related transactions.
4. Client Experience: Ensure that there are no valid customer complaints due to incorrect procedures, misinformation, and inefficient call handling.
5. Effective Cross-Departmental Collaboration: Foster a culture of collaboration with other units within the division/bank to align fraud processes and strategies across departments including escalation of potential new modus/new fraud trends.
6. Continuous Improvement and Innovation: Championing in continuous improvement within the department by suggesting innovative solutions in fraud operations
Other Details:
Rank: Junior Officer
Unit: CBS - Credit Operations Group / Authorizations, Fraud, and Chargeback Department
Location: Metropark, Pasay City