Customer Care Analyst -Fort Portal

To be successful in this role, we would expect that you have experience/evidence of the following:

• Strong customer service skills, with the ability to handle sensitive situations empathetically and professionally.
  
• Proficiency in tools like Excel, Word, and PowerPoint, with a knack for maintaining accurate records.
  
• A keen eye for detail and the ability to identify patterns or risks in customer interactions.
  
• Exceptional communication skills, both verbal and written, to engage with customers and teams effectively.
  
• A proactive, solution-oriented mindset and a desire to grow and learn in a dynamic environment.
  
• A minimum of two years’ experience in a professional role, preferably in customer service.
  

Fraud-Related Customer Support

• Respond to customer inquiries related to potential fraud cases, ensuring timely and accurate resolutions.
  
• Process and document all fraud-related tickets and leads within agreed SLAs, maintaining excellent data quality.
  
• Conduct phone interviews with customers, agents, or other parties involved in suspected fraud cases, documenting findings thoroughly.
  

Fraud Monitoring and Investigation

• Monitor fraud dashboards to identify potential fraud risks and escalate cases for investigation.
  
• Assist in analyzing trends from customer interactions to provide insights into emerging fraud patterns.
  
• Collaborate with the Fraud and Operations teams to ensure prompt action is taken on identified risks.
  

Team Collaboration and Accountability

• Partner with sales and operational teams to implement fraud prevention policies.
  
• Provide feedback and support for disciplinary actions in cases of policy violations.
  
• Contribute to team discussions on improving fraud prevention processes and customer care strategies.
  

Reporting and Documentation

• Maintain up-to-date records of fraud-related issues in designated systems like SharePoint.
  
• Assist in preparing reports on fraud trends and resolutions for internal stakeholders.