Forensic Customer Support

Employer: Deloitte Romania
Domain:
  • Management - Consulting
  • Job type: full-time
    Job level: Student/Graduate
    Location:
  • BUCHAREST
  • Updated at: 13.12.2018
    Short company description

    Deloitte is the brand under which tens of thousands of dedicated professionals in independent firms throughout the world collaborate to provide audit, consulting, financial advisory, risk management, and tax services to selected clients.

    With access to the intellectual capital of approximately 200,000 people worldwide, member firms focus on client service through a global strategy executed locally in nearly 150 countries. The Romanian office was established in 1992 and nowadays it employs over 600 professionals and provides services to diverse range of local and international clients.

    As the firm of choice professional services clients, Deloitte is also the firm of choice for for outstanding professional talent. To uphold our first class reputation and sustain our rapid growth, we are constantly seeking people who can meet the challenges of our working environment.

    At Deloitte we value innovative thinking, diverse insights and we strive to offer an exceptional level of customer service through our expertise and professionalism. From the supportive and collaborative culture to the progressive learning and development, you'll experience from day one why Deloitte is a place thousands enjoy working.

    Visit now our career website https://jobs2.deloitte.com/ro/en/ to find more about career opportunities, working with us, benefits & culture, and Learning & Development programs.

    Requirements

    University Degree, or students in their final year of university, Masters students;

    Excellent knowledge of English – able to communicate fluently and to write reports in English;

    Knowledge of at least one of the following languages – Italian, French, Spanish, Portuguese, German, Dutch, Polish, Czech, Hungarian, Bulgarian and Russian – advanced reading, writing and speaking skills;

    Superior listening and verbal communication skills, candidates will need to build rapport with the callers in an empathic manner and remain calm under pressure;

    Demonstrate personal integrity, ethical behavior and ability to maintain a high level of confidentiality;

    Strong written communication skills, can document and present information in a concise and objective manner;

    Ability to think critically, demonstrate strong common sense, and a superior ability to interview people from a broad range of backgrounds

    Flexibility to work in shifts, including night shifts;

    Excellent knowledge of Microsoft Office products and other computer applications;

    Ability to quickly master new tasks and to work on multiple assignments;

    Attention to detail and able to deal with sensitive information;

    Previous experience in a customer support role will be a plus.

    Responsibilities

    Scope and Nature of the role:


    The main role involves receiving, assessing and managing the response to phone calls, emails and web reports from various sources received on Deloitte Forensic’s confidential Whistleblower Hotline service SafeSpace™. The operator solicits and records the essential information, considering the sensitive nature of the calls and information provided.

    Additionally, the operator will participate in conducting background searches on a number of targets by consulting various sources and effectively reporting the findings following the procedures and policies in place.

    The ideal candidate will need to manifest an interest in developing a career in the area of forensic and compliance.


    The main responsibilities shall include:

    Manage and process inbound calls, emails and web reports in a timely manner;

    Interview callers during telephone calls and provide appropriate assistance for listening and gathering information related to fraud, ethic issues and other misconduct;

    Collect information from callers and document in an accurate manner compliant with policies and procedures;

    Write narrative reports to effectively translate into forensic evidence the results of the interviews or received emails;

    Perform background check assessment, analyze, interpret and report the findings as per the methodology in place;

    Support Forensic team in analysis and assessment pending investigation derived from the reported cases, should it be necessary;

    Meet personal/team qualitative and quantitative targets;

    Participate in other projects as requested

    Other info

    Deloitte Forensic helps organisations manage the risks and vulnerabilities associated with corruption, fraud, and other financial crime and commercial threats. We have in-depth experience assisting clients with resolving critical and complex issues and turning them into opportunities for resilience and long-term advantage.

    To enable us to pursue and deliver on both current and future opportunities in Romania, we are seeking Forensic Operators for our Bucharest-based team.