Customer Service Consultant - Fraud at Hello Group

Minimum Requirements

• Tertiary qualification in Finance, or a related field
• Previous experience in a customer service role, preferably in fraud prevention or financial services
• Experience with fraud detection, investigation, or resolution is a strong advantage

Duties and Responsibilities

Customer Support:

• Handle inbound calls and inquiries from customers related to fraud, ensuring their concerns are addressed with empathy and efficiency.
• Provide customers with information on fraud prevention and steps to secure their accounts.
• Offer support to customers affected by fraud, guiding them through the process of resolving the issue.

Investigation and Case Management:

• Investigate fraud incidents and escalate complex cases to management as necessary.
• Document and track customer interactions and actions taken on fraud cases, ensuring accurate records in the system.
• Monitor customer accounts for potential fraudulent activity and follow up on suspicious transactions.

Collaboration and Reporting:

• Work closely with the Fraud team to identify trends, share feedback, and enhance fraud detection and prevention strategies.
• Collaborate with internal teams (e.g., Risk, Legal, and IT) to resolve fraud-related issues.

Customer Education:

• Educate customers on fraud prevention methods, alerting them to potential threats and helping them protect their personal information.
• Stay up-to-date with the latest fraud trends, techniques, and security tools to advise customers accurately

Compliance and Security:

• Ensure compliance with internal fraud policies, procedures, and external regulations (e.g., data protection laws).
• Adhere to company guidelines in handling sensitive customer information.