Instantpay is hiring for the Fraud Analyst post for the location of Badarpur.
Apply for this great opportunity, further details are mentioned below.
Job Role: Fraud Analyst (Fintech) Instantpay
Responsibilities:
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Customer Issue Management:
- Take complete ownership of customer issues and oversee problem resolution, including Root Cause Analysis (RCA).
- Identify customer needs, provide clarity on processes, and suggest suitable solutions and alternatives.
- Handle escalated customer service requests and ensure they are resolved effectively.
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Transaction Issue Handling:
- Address and resolve concerns related to NEFT, IMPS, AEPS Cashout, and other transaction issues within predefined SLAs.
- Coordinate with internal departments, banks, NPCI, and RBI for seamless problem resolution.
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Escalation and Grievance Management:
- Resolve high-level escalations and manage grievance redressal helpdesk, ensuring timely closure within TAT.
- Maintain and update records of the escalation process and refine the procedures to enhance efficiency.
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Coordination with Service Providers:
- Act as a liaison with service providers across multiple services such as DMT, AEPS, Recharge, and BBPS.
- Collaborate with LEAs and banks for resolving fraud cases, chargebacks, and law enforcement inquiries.
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Chargeback and Dispute Resolution:
- Review and process chargeback-related queries, ensuring accurate documentation and timely response to stakeholders.
- Maintain comprehensive records of chargeback cases in the database.
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Data Management and Reporting:
- Update and maintain case records at every stage in the escalation process.
- Manage tools and CRM software for tracking customer success metrics.
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Stakeholder Communication:
- Communicate effectively with banks, merchants, and other stakeholders.
- Keep all parties informed regarding escalation outcomes, fraud cases, and chargeback resolutions.
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Process Improvement:
- Analyze escalation performance metrics and identify areas for improvement.
- Ensure compliance with industry standards and regulatory guidelines.
Skills Required:
- Strong understanding of digital banking processes (NEFT, IMPS, AEPS, BBPS, etc.).
- Knowledge of chargeback and dispute resolution processes.
- Experience in grievance redressal and escalation management.
- Proficiency in CRM tools and customer success software.
- Effective communication and coordination skills.
- Familiarity with financial regulations and compliance requirements (RBI guidelines, NPCI protocols, etc.).
Key Performance Indicators (KPIs):
- Resolution time for escalations and grievances.
- Accuracy of chargeback records and transaction data.
- Customer satisfaction scores.
- SLA adherence for issue resolution.
Apply here- https://g.co/kgs/uTB1q6b
See job reels- https://www.instagram.com/boldeepanshu/
Instantpay Linkedin account- https://www.linkedin.com/company/instantpayin/