Operations Team Lead - Fraud

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Angajator: Mentor's Search
Domeniu:
  • Asigurari - Intermedieri financiare
  • Banci
  • Customer support - Client service
  • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
    Orase:
  • BUCURESTI
  • Actualizat la: 07.09.2020
    Scurta descriere a companiei

    Mentor's is a head-hunting and direct search company specializing in management and sales positions.

    Cerinte

    • Ensuring your team deliver the best and informed service relating to fraud risk areas
    • Using the critical thinking to analyze complex situations
    • Excellent written English language
    • Previous visibility in customer service (preferred)
    • Experience in coordinating the work process within a team to meet desired SLA
    • Being able to comprehend and analyse data for applying to optimization within your team
    • Strong leadership skills with previous experience in a manager/supervisory role
    • Previous experience in fraud and risk/AML procedures
    • Motivational and performance driven attitude
    • Well organized and rigorous in prioritization of issues
    • Great communication skills with the ability to work effectively with people at all levels in the organization
    • Ability to meet deadline, working in a fast-paced environment.
    • Ability to work under pressure

    Responsabilitati

    • Setting goals and targets within the team to achieve optimum SLA in customer communication
    • Performing management and overall development of the team, based on learning, capabilities, and identifying specific training needs to increase team efficiency and quality
    • Delivering periodic and accurate reporting, in relation to incoming volumes, trends analysis to the Operations Manager
    • Managing the rota, holidays, sick days etc, within the team
    • Ensuring that implementation of new policies relating to Fraud/Customer risk are met through coaching and training members of the team as required
    • Maintaining a thorough understanding of the industry rules, Customer Risk and company policy and procedures as it applies to AML and CDD procedures
    • Handle escalated cases, collating information and assisting in determining appropriate action to be taken on customer accounts pending review
    • Overseeing and delivering quality assessment of the work performed by KYC Operations Team, providing regular performance feedback
    • Recruiting new staff
    • Ensuring all KYC Operations process documents are in line with industry regulations and company procedures
    • Supporting the Operations Manager with internal auditing, and regulatory review and escalated matters as needed