We are seeking a dedicated and empathetic Customer Care Representative to assist customers reporting fraud or scam activity on their retail banking accounts, as well as handle customer appeals regarding compensation for financial losses due to fraudulent transactions. The ideal candidate will have strong communication skills, an understanding of retail banking products, and a passion for delivering exceptional customer service while ensuring that each case is treated with the utmost care and attention to detail

• Single Point of Contact. Handle the communication (including written replies) with Retail customers reporting scam on their deposit accounts post initial reporting and investigation. This includes subsequent appeal/complaints (if any) interactions.
• Oversee end-to-end resolution/support of escalated scam cases (complaints & appeals).
• Information Gathering. Collect information from customers, including their financial, medical situation, to assist in the assessment of appeal cases.
• Review and assess appeal cases that are eligible for consideration under goodwill payouts based on a framework and approval matrix.
• Customer Support. Offer compassionate assistance, addressing emotional and financial concerns of affected customers.
• Clear Communication. Explain the Bank resolution outcomes, appeals process and expected timelines, ensuring customers understand their options.
• Regular Updates. Provide ongoing status updates to customers regarding their appeals and investigations.
• Documentation. Maintain thorough records of all customer interactions and reports to support ongoing investigations.
• Coordination with Fraud Team. Relay pertinent information to the fraud investigation team without overburdening them with direct inquiries.

Job Requirements

• Bachelor's Degree
• Minimum of 5 to 6 years of customer service experience, preferably in retail banking, fraud prevention, or claims handling. Experience in dealing with financial transactions and fraud-related issues is a plus.
• Familiarity with retail banking products, fraud detection systems, and financial regulations. A solid understanding of how to handle compensation requests and appeals is highly desirable.
• Strong verbal and written communication skills with the ability to communicate complex information in an easy-to-understand manner. Exceptional problem-solving abilities, with a keen attention to detail.
• Experience using CRM systems, case management tools, and basic office software (Word, Excel, etc.). Comfort with digital communication tools (email, chat, phone) and fraud management systems is beneficial.
• Ability to handle sensitive customer situations with care, demonstrating empathy and understanding when customers are upset or distressed.
• A strong commitment to providing outstanding service, with the goal of resolving issues and ensuring a positive customer experience.
• Excellent attention to detail when documenting cases, reviewing account activity, and assessing compensation eligibility.
• Ability to work well in a collaborative environment, sharing information and supporting colleagues to achieve team goals.