This role is responsible for end to end level 2 dispute and escalation management maintaining defined service level, Following up with respective process owners, supporting fraud, finance and legal team, accuracy of closure and resolution, process compliance and improve customer journey. This role also to produce reports for VOC analysis and service improvement. Also involves Liaising with fraud management team for investigation.

• Ensure level 2 dispute and fraud tickets are resolve within defined SLA as per KPI defined
• Zero down the pendency and drive customer resolution with best possible engagement across VC/Functions/Territories.
• Conduct regular meetings with the fraud team to fasten resolution and highlight for any recurring challenge.
• Supply required data, coordinate and make system level changes for finance, legal and Fraud team.
• Act as point of contact to support for legal, fraud and finance team for all operational requirement.
• Follow up with all level 3 product/process owners to ensure service requests are closed with SLA by resolution team
• Engage with resolution team to understand their challenges and highlight key concerns to address to assistant function head.
•  Identify top triggers and work with the reporting manager/VC/Functions for defect elimination and improve customer experience.
• Circulate daily reports and conduct meetings to drive SLA as per defined target with all VC/Functions.
• Help promote and maintain a positive company image.
• Focus on Quality of resolution to avoid repeat complaints.
• Understand SOP, BRD and contribute towards overall operational process improvements.
• Help internal FMS team to provide required details for fraud investigations and action upon system status change request.

• Intuitive to customer’s needs

• At least 3-4+yr year(s) of working experience in the related field is required for this position.

• Strong communication and interpersonal skills and the ability to build and maintain relationships

 • Must understand customer relationship management (CRM)

•  Ability to analyse and solve problems quickly

• Must be self-motivated, flexible and able to manage several jobs at one time

•  Proven experience as a Client Relationship Manager

• Aptitude for fostering positive relationships

• Teamwork and leadership skills

• Customer-oriented mindset

• A background in customer service or Quality, business excellence is a plus

• Experience working in Service Quality of banking / financial services would be an added advantage.