FRAUD OPERATIONS OFFICER

Handle fraud-related queries, requests, and complaints while ensuring timely disposition of alerted transactions to minimize loss. Perform rapid pre-emptive blocking of accounts or holding of funds, adhering to regulatory standards and upholding customer trust across channels. Resolve fraud concerns effectively with clear communication to maintain zero customer complaints due to procedural errors. Log and analyze fraud cases to identify modus and emerging trends, escalating findings to appropriate units while keeping error rates at 3% or lower. Manage shift schedules and optimize queue management across 24/7 operations to achieve an 80% Grade of Service and 85% Answer Rate. Ensure quality call handling and strict adherence to fraud procedures to maintain an 80% QA score. Review alerts efficiently to implement preventive controls, contacting customers for verification or proactively disabling compromised accounts. Coordinate with branches or other business units regarding suspected or confirmed compromised customer accounts.