We are seeking a highly motivated and customer-focused Fraud Officer / Fraud Agent who is fluent in both German and English to join our Fraud Team. The successful candidate will be responsible for handling inbound and outbound customer calls related to suspected fraudulent activity, card security, transaction verification, and account protection. The role requires excellent communication skills, strong analytical thinking, and the ability to provide outstanding customer service while mitigating fraud risk.
Responsibilities:
- Handle inbound and outbound customer calls regarding suspected fraudulent transactions, account security concerns, and card-related issues.
- Investigate potentially fraudulent transactions and determine appropriate actions to mitigate risk.
- Verify customer identity in accordance with security and compliance procedures.
- Open, manage, and investigate customer disputes and chargeback cases relating to unauthorized or disputed card transactions.
- Gather and review supporting documentation and evidence required for dispute and chargeback processing
- Submit, track, and follow up on chargeback cases in accordance with card scheme regulations and internal procedures.
- Contact customers to obtain additional information required to support fraud investigations and dispute claims.
- Process card blocks, replacements, and account security measures when fraud is confirmed or suspected.
- Accurately document all customer interactions, fraud investigations, dispute cases, and resolutions within internal systems.
- Escalate complex fraud and dispute cases to senior team members where necessary.
- Ensure compliance with card scheme rules, regulatory requirements, and internal policies.
- Meet established quality, productivity, and service level targets while maintaining a high standard of customer service.
Skills & Experience:
- Fluency in German and English (written and spoken) is mandatory.
- Previous experience in customer service, contact centre operations, fraud prevention, banking, or financial services is preferred.
- Strong verbal communication and active listening skills.
- Excellent problem-solving and decision-making abilities.
- Ability to remain calm and professional when dealing with distressed customers.
- High attention to detail and investigative mindset.
- Good computer literacy and ability to navigate multiple systems simultaneously.
- Ability to work shifts, including weekends and public holidays, if required.
- Previous experience in card fraud, financial crime, risk management, or fraud operations.
- Knowledge of payment cards, banking products, and fraud detection processes.
- Familiarity with fraud monitoring and case management systems.
Apply Today!
Via This Bamboo Recruitment Link:
https://novumbank.bamboohr.com/careers/139?source=aWQ9MjE%3D
Our Recruitment Team Will Reach Out To You Directly!
*Please Send you CV in English - Thankyou