Responsibilities:

📍Conduct comprehensive review and provide support in finalizing all policies and procedures for operational go-live. 📍Manage vendor-related dispute tickets (BANO) including: RFI - Transaction Trace, RFI - Creditor Trace. 📍Investigation Requests for various scam types such as Money Mule, Investment Scam, Romance Scam, Advance Fee Fraud, Jobs & Employment Scam, Social Engineering, Relationship Scam, Threat/Extortion, Recovery Scam, Relo Scam, On-forwarded Scam, and other Scam/Fraud cases. 📍Handle ticket management. 📍Process refunds efficiently and accurately. 📍Resolve bank verification issues. 📍Monitor daily transactions and sweep activities, including rejected, pending, and review statuses. 📍Participate actively in daily operations meetings. 📍Conduct investigations for operational issues and escalations. 📍Provide education and guidance to Customer Support teams for troubleshooting and business-as-usual (BAU) activities.

Requirements:

📍Proven experience in reviewing, finalizing, and ensuring compliance of operational policies and procedures to support successful go-live initiatives. 📍Ability to conduct training sessions and effectively communicate updated policies and procedures to relevant teams prior to go-live. 📍Strong skills in managing and resolving vendor-related dispute tickets and investigation requests, including various scam types, within defined SLA timelines. 📍Demonstrated capability to improve investigation processes, aiming to reduce average resolution times through process optimization and cross-team collaboration. 📍Experience in daily monitoring of transactions and sweep statuses (rejected, pending, review), with the ability to document findings accurately and consistently.

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