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FRAUD OPERATIONS OFFICER

Be #InGoodHands with Metrobank!

Here at Metrobank, we don't simply hire employees—we hone future leaders. We provide opportunities that enhance your skills and unlock your talents, helping you evolve into a well-rounded individual. We supply you with all the pieces you need to do your best work, unleashing your full potential to help you secure your future and lead a fulfilling career. And with Metrobank's strong heart for the community, you have the chance to give back and make worthwhile contributions to our nation's economic and social development. With Metrobank, a meaningful life is within your reach!

 

Position Title:  Fraud Operations Officer

Job Summary

  • Fraud Operations Officers shall provide customer service by responding to the inquiries and resolving requests and complaints of the customers via phone.
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Specific Duties & Responsibilities

  • Provides world-class customer service
  • Responds to customer queries and requests made via phone and provides satisfying solutions to concerns regarding Fraud related transactions
  • Ensures that the prescribed targets (Service Level Agreement, Answered Calls, Average Handling Time, Abandonment Rate) are achieved
  • Acknowledges and ensures correctness of endorsed cases for investigation.
  • Escalates customer inquiries and requests that are not immediately resolved
  • Completes daily call logs and call reports
  • Recognizes, documents and alerts the Fraud Operations Department Head of trends in customer calls
  • Recommends and initiates process improvements
  • Performs other related function that may be assigned from time to time by the FOD Head.

 

Qualifications:

 

  • Bachelor’s Degree holder; preferably graduate of a business course.
  • 1 - 2 years work experience in the banking industry primarily in Fraud Management or Customer Service.
  • Must be willing to work onsite 100%
  • Must willing to do shifting schedule including morning, mid-day, nightshift, graveyard, weekend, and holidays.
  • Must be willing to render over time

 

 

Other Details:

Rank: Junior Officer

Unit: Consumer Business Sector / Credit Operations Group / Authorizations, Fraud and Chargeback Department

Location:  Pasay City

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