About The Role
As a
Fraud Inbound Agent, you will handle inbound calls for fraud reporting, lost/stolen, transaction verification and all other fraud related concerns. Ensures that verification activities are performed within approved guidelines and procedures. Performs 27/7 shift duties including night shifts and holidays. Ensures that all reporting requirements are completed within the prescribed period.
How You'll Contribute
- Ensures that calls regarding fraud, lost/stolen, transaction verification and all other fraud related concerns are handled in a professional, efficient, and timely manner.
- Analyzes the situation through thorough review of accounts and understanding the root cause to make a sound and logical decision.
- Understands customer's needs and nature of concern through thorough analysis by providing the most suitable approach and enhanced customer service to achieve customer satisfaction.
- Assists customers with their inquiries, requests, or complaints by providing timely, accurate and relevant information within the prescribed turnaround time.
- Resolves issues raised by clients using the available tools by providing accurate resolution and through customer's education.
- Escalates issues to supervisor/heads/or appropriate units according to escalation process, policies, and procedures for immediate resolution.
- Effectively communicates the information and or resolution to the client.
- Analyzes existing process by suggesting or proposing new ideas to innovate, streamline and improve the process.
- Ensures that calls are handled in a professional, efficient, and timely manner by complying to the policies and guidelines of the company to achieve the monthly score benchmark.
- Complies with policies, procedures and guidelines across all processes related to assigned tasks.
- Understands the importance of complying with rules and regulations of the bank by applying the same value through when performing the assigned tasks.
What We're Looking For
- Bachelor's or College degree holder of any course
- At least 1-2 years of relevant experience, with background in Banking, Credit Card companies or BPO
- Knowledge in banking and financial products and processes and MS office
- Highly Analytical; Skilled in programming, report creation, data management, project management and presentation skills
- Effective communication skills
- Good knowledge of customer relations and have good sense of judgement
- Ability to multitask and work in a team
About Security Bank
Security Bank is one of the Philippines best capitalized private domestic universal banks.
Established in 1951 and publicly listed with the Philippine Stock Exchange (PSE:SECB) in 1995, our major businesses cover retail, corporate, commercial, and business (MSME) banking.
We're recognized as an Employer of Choice in Philippine banking by various award giving bodies for our values-based culture, industry-leading engagement and benefits, and commitment to work-life balance.
Most recently, we ranked as the #2 best employer in the Philippines and #54 globally on the prestigious Forbes World's Best Employers 2023 list.
At Security Bank, our approach to Human Capital Management (HCM) is embodied by our Employee Value Proposition (EVP): YOU matter.
Start your BetterBanking career with us today.
