Apply Now    

Team Lead - Fraud Hotline

Req #: 170094197
Location: Bangalore East, KA, IN
Job Category: Operations
Job Description:
The Consumer Banking Fraud Hotline provides general fraud assistance to bankers for suspicious transactions, check cashing, wires, new account openings, teller alerts, and transaction authorization above branch limits. The Fraud Hotline is the initial point of contact for all check fraud questions.
  • Manage, coordinate and direct the daily operations of a Fraud Hotline phone unit of non-exempt employees who are responsible for supporting various internal business units, internal and external clients
  • Manage the day to day operation for SLA's, AHT, ASA as well as error reports, long calls reports, red alerts and other operational tools for managing your teams performance effectively
  • Responsible for handling escalations, exception items and resolving complex issues
  • Responsible for the documentation, communication and training of new procedures to staff
  • Responsible for the coaching and development of staff
  • Direct reports include 17 -25 analyst assigned to various skill sets
  • Demonstrates a strong, ongoing focus on Service skills, Service Delivery and is responsible for achieving high survey response scores
  • Responsible for ownership and execution of Business Continuity and Disaster Recovery enactments
  • Identifies, recommends and implements new methods and procedures to ensure daily operations are more efficient and effective. 
  • Responsible for the timely reporting and initiation of tickets for system issues, downtime, etc.
  • Reviews and recommends system modifications to ensure compliance with regulatory requirements, process efficiency and loss mitigation.
  • Responsible for managing audit, compliance and risk to prevent and reduce loss and exposure; ensure adherence  to corporate accounting standards, risk and regulatory policies
  • Ensures assigned area is adequately staffed and all personnel are appropriately trained and developed.

·         Graduate in any discipline or equivalent

·         At least 12 months in the current role as a Team Leader.

·         High energy level with proven passion and single minded focus on improving performance

·         Strong analytical and problem solving skills.

·         Excellent coaching/development orientation and skills

·         Strong focus on Customer satisfaction

·         Strong concepts of leadership competencies, displays ownership and urgency.

·         Adaptable to various changes in policies, procedures, and management styles and business direction

·         Excellent spoken and written communication skills.

·         Proficient in MS Word, Excel, Access, PowerPoint.

Apply Now    

Join our Talent Community

Not ready to apply? Leave your information with us and we will keep you up to date with new career opportunities.

Other Information

Apply Using LinkedIn

You can also apply using your LinkedIn® profile. It may save you some time because your information will be automatically transferred into our system. Just click on the LinkedIn logo when you get to the application screen and follow the directions.

Submit an Updated Résumé

During the application process, be sure you have an up-to-date copy of your Résumé, your cover letter and any other documentation you would like to submit.