Job Summary
• Minimise fraud losses for Cards/Online/products by actioning alerts on the Fraud Detection systems within stipulated timeframes, policies and processes laid down.
Key Responsibilities
• Manage and/or resolve alerts/cases:
• Makes outbound calls to verify potentially fraudulent activity
• Takes incoming calls on fraud issues from both internal and external sources.
• Responsible for monitoring various fraud detection queues.
• Analyses and reviews trends and customer account activity to detect potential fraud situations.
Business
• Minimise fraud losses for Cards/Online/products by actioning alerts on the Fraud Detection systems within stipulated timeframes, policies and processes laid down.
Processes
• Apply comprehensive approach in dealing with all types of fraud. Analyses and reviews pattern and trends to prevent future frauds.
• Examines cases/accounts to check any fraudulent or erroneous information. Investigates and summarize the key points of the investigation with root cause.
• Complete the day-to-day operations and ensure the BAU is completed without any escalations.
• Provide support to the UAT and UVT testing.
• Follow the process to ensure the actions are taken on time to remediate or close the case.
Risk Management
• Ensure various fraud risks are being actively prevented and detected in a timely manner on an end-to-end basis
• Proactive in seeking regular assurance that areas of responsibility are performing to an acceptable risk and control standards
Governance
• Ensuring compliance with the highest standards of regulatory and business conduct and compliance practices as defined by internal and external requirements. This includes compliance with local banking laws, other applicable laws and anti-money laundering regulations and guidelines
• Embed the Group’s values and code of conduct in the country fraud risk management team to ensure that adherence with the highest standards of ethics, and compliance with relevant policies, processes and regulations among employee’s forms part of the culture
Regulatory & Business Conduct
• Display exemplary conduct and live by the Group’s Values and Code of Conduct.
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
Key stakeholders
• Country FRM, Group Strategy, Contact center etc.
Other Responsibilities
• A good understanding of systems / procedures.
• An understanding of the risk involved in various transaction types and account holder profiles
• Develop and maintain working knowledge of business/industry standards and practices.
• Maintaining high level of customer satisfaction by handling customer service issues without compromising on the assets of the bank.
Skills and Experience
• Stakeholder Management
• Analytical Skills
• Service Skills
• Communication Skills
Qualifications
• Bachelor’s degree/University degree with 1-3 years of minimum experience
• Relevant experience in a related role will be an added advantage.
• Consistently demonstrates clear and concise written and verbal communication.
• Ability to communicate fluently in English with clients
• Should be flexible in working in 24/7 rotational shift and making outbound calls
About Standard Chartered
We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.
Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.
Together we:
- Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
- Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
- Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term
What we offer
In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.
- Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
- Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
- Flexible working options based around home and office locations, with flexible working patterns.
- Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
- A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
- Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.