Role and key Responsibilities:

• Responsible to meet all agreed client SLAs and performance parameters
• Handle customer calls regarding suspected fraudulent credit card transactions.
• Verify customer identity and validate transaction details.
• Investigate and analyze fraud alerts using internal systems and tools.
• Provide accurate information and guidance to customers on fraud prevention.
• Escalate complex cases to the appropriate team for further investigation.
• Maintain detailed records of interactions and resolutions in CRM systems.
• Provide support to the team by acting as the first line of escalation for customer related queries in order to provide exceptional customer service
• Develop strong interpersonal relationships with the team, to cohesively bond them together with the Customer and integrate them with the vision and core values of the organization
• To embody the spirit of excellence through team building, able leadership and sound people management skills
• Identify areas of concern and under performance and take corrective measures
• Responsible for development of team members- team motivation, up-skilling- career development
• Provide hands-on assistance, share information proactively and troubleshoot for the team in case of problems, both through direct intervention and mentoring
• Single point of contact for the team and the senior management through effective communication of  key deliverables
• Ensure quality reporting and work with the Operation Manager to build a highly effective measurement and reward system based on data
• Responsible for Customer/client interaction
• Assist in scheduling and time management
• Allocate work and prioritize
• Perform real time monitoring
• Evaluate and coordinate operational, administrative, IT and HR issues for the team
• Forward non- resolvable issues to the Operations Manager
• Team specific attrition and absenteeism management
• Team member performance management and identification of training opportunities

Key Skills and knowledge:  

• Team development
• Good excel skills
• Ability to manage Team Performance
• Ability to impart effective feedback
• Ability to work in a 24/7 shift environment.
• 1+ Years experience as a Team Lead on Papers
• Overall experience of 6+ years

Educational Qualification:

• Graduate / post-graduate