EXL

Analyzes business data and runs outsourced operations

Lead Assistant Manager-Back End/Voice/Customer Service-Fraud Investigation

Customer ExperienceConfirmed live in the last 24 hours

Full-timeNoida, Uttar Pradesh, IndiaNo salary listedIn-person

About the Job

Requirements

4+ years’ experience of operation management in fraud and risk investigation and customer service process
Experience in Managing team of 10+ employees in blended process of voice and back office operations
Build strong team relationship within and across teams
Ensuring compliance with regulatory standards
Ensuring compliance with company/client policies and guidelines
Bachelor's degree required (B.Com or BBA) preferably in Commerce stream
Good English Comprehension Skills

Responsibilities

Analyzing team performance, manage all administrative task and provide coaching and feedback to team to deliver strong results
Monitors numerous real-time queues relates to Application Fraud, Transactional Reviews, Debit/Credit Card Fraud, Check Deposits, ACH/Check returns, as well as the review of any/all related suspicious activity across all products (checking/savings, credit cards, loans and Investment accounts)
Responsible for all aspects of reviews as it relates to lending and credit card applications, account openings, fraud referrals, and the review of transactional activity; inbound/outbound calls to confirm activity
Using departmental policies determines if transactions are fraudulent or risky and should be canceled and refunded, or are legitimate and should be processed and fulfilled on the largest dollar amounts
Maintains or exceeds established service level agreements and guidelines for timely resolution of queued transactions to minimize potential revenue losses
Contacts and effectively communicates with customers and internal partners to ensure all SLAs are achieved with little or no supervision.
Effectively manages incoming communication via multiple channels (phone, email, and Customer Relationship Management systems) from both internal and external customers; resolves all issues within established service-level agreements
Conducts analysis of transactional and customer records to link unidentified transactions and accounts to known fraudulent activity
May Interact with other Risk teams on developing fraud prevention strategy and process
Preparing weekly/monthly dashboard and reporting for Senior Leadership Team.

Desired Qualifications

Preference will be given to people 4+ years’ experience of operation management in fraud and risk investigation and customer service process

Should have 4+ years’ experience of operation management in fraud and risk investigation and customer service process
Experience in Managing team of 10+ employees in blended process of voice and back office operations
Build strong team relationship within and across teams
Ensuring compliance with regulatory standards.
Ensuring compliance with company/client policies and guidelines.

Bachelor's degree required (B.Com or BBA) preferably in Commerce stream.
Good English Comprehension Skills
Preference will be given to people 4+ years’ experience of operation management in fraud and risk investigation and customer service process

Analyzing team performance, manage all administrative task and provide coaching and feedback to team to deliver strong results
Monitors numerous real-time queues relates to Application Fraud, Transactional Reviews, Debit/Credit Card Fraud, Check Deposits, ACH/Check returns, as well as the review of any/all related suspicious activity across all products (checking/savings, credit cards, loans and Investment accounts)
Responsible for all aspects of reviews as it relates to lending and credit card applications, account openings, fraud referrals, and the review of transactional activity; inbound/outbound calls to confirm activity
Using departmental policies determines if transactions are fraudulent or risky and should be canceled and refunded, or are legitimate and should be processed and fulfilled on the largest dollar amounts
Maintains or exceeds established service level agreements and guidelines for timely resolution of queued transactions to minimize potential revenue losses
Contacts and effectively communicates with customers and internal partners to ensure all SLAs are achieved with little or no supervision.
Effectively manages incoming communication via multiple channels (phone, email, and Customer Relationship Management systems) from both internal and external customers; resolves all issues within established service-level agreements
Conducts analysis of transactional and customer records to link unidentified transactions and accounts to known fraudulent activity
May Interact with other Risk teams on developing fraud prevention strategy and process
Preparing weekly/monthly dashboard and reporting for Senior Leadership Team.

About the Company

EXL

Analyzes business data and runs outsourced operations

EXL analyzes business data and runs outsourced operations for insurers, healthcare payers, banks, retailers, and other large organizations. Its teams combine industry expertise with data engineering and AI to handle tasks such as claims processing, payment reviews, customer service, and finance within existing technology environments. The company also builds software, including LifePRO, which manages insurance policies, and EXLdata.ai, which connects fragmented data for use in AI systems. Clients pay for consulting projects, ongoing managed services, and software delivered through the cloud. EXL was founded in 1999 and is headquartered in New York City.

Company size: 10,001+
Company stage: IPO
Headquarters: New York City, New York
Founded: 1999

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