Fraud Inbound Agent

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.