Sr. SME, Operations

Job Title:

Job Description

This role focuses on processing, chargeback logic, fund recoveries, and analyzing fraud trends.

• →Queue & Floor Support: Provide real-time operational floor support and complex case guidance to backend processing agents.
• →Metric & SLA Ownership: Assist the Team Leader in driving core backend metrics, focusing heavily on SLA turnaround time, case accuracy, and quality scores.
• →Root Cause Analysis (RCA): Analyze high-value leakage patterns, recurring fraud trends, and dispute errors to recommend process improvements.
• →Escalation Processing: Handle end-to-end complex fraud claims, financial write-off validations, and high-priority back-office escalations.
• →Grooming & Nesting: Mentor new hires during nesting, providing hyper-care support to minimize operational errors and financial exposure.

• →Live Escalation Handling: Take over real-time de-escalation calls from customers querying suspicious account activities or blocked transactions.
• →Voice Floor Support: Provide live support on the floor to assist agents in asking the right probing questions during high-risk calls.
• →Call Quality & Metrics: Assist in driving customer-centric metrics, including Customer Satisfaction (CSAT), Average Handling Time (AHT), and First Contact Resolution (FCR).
• →Risk Containment: Ensure agents execute immediate containment steps flawlessly (e.g., blocking cards, freezing accounts) to stop active fraud.
• →Coaching & Call Calibration: Conduct side-by-side coaching sessions and calibrate calls with Quality Assurance to improve agent communication and compliance.

• Application & ID Fraud: Strong processing knowledge of first-party and third-party identity fraud detection during digital onboarding.
• Disputes & Chargebacks: Deep understanding of network rules (Visa/Mastercard) for card-present and card-not-present (CNP) chargeback cycles.
• Fraud Recovery: Proven experience in fund mitigation, tracking fraudulent transfers, and initiating recalls with beneficiary banks to minimize net losses.
• Tools & Analytics: High proficiency in backend transaction monitoring queues, data tools, Excel, and PowerPoint.

• Customer Interaction: Exceptional verbal communication, active listening, and strong de-escalation skills when dealing with distressed fraud victims.
• Suspicious Activity Probing: Ability to verify transactions effectively while balancing risk mitigation and friction-free customer experience.
• Account Takeover Response: Mastery in handling live security/identity checks to confirm unauthorized account access patterns.
• Email & Call Etiquette: Perfect phone etiquettes and crisp professional communication for documenting account history post-call.

 Educational qualification: Any Graduate or Masters
 

Disclaimer: -

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'

Location:

Language Requirements:

Time Type:

This role focuses on live phone escalations, real-time transaction verification, and immediate account containment.