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Hiring companyEXL
Verified today
Senior Executive-Back-End/Voice/Customer Service - Fraud Investigation
Gurugram, Haryana, India Full-time On-site
About the role
EXL seeks a Senior Executive to lead fraud investigations across all banking products. The role involves reviewing application, transactional, card, and ACH fraud, managing suspicious activity reports, and advising management on risk mitigation. The investigator will conduct end‑to‑end case reviews, document findings, and ensure compliance with regulatory and company policies. Strong analytical, communication, and customer‑service skills are essential, along with a bachelor’s degree and at least two years of fraud or risk experience in U.S. banking.
What you’ll do
- Review and verify fraud-related requests end to end.
- Investigate confirmed fraud or suspicious activity via account review and outbound calls.
- Ensure compliance with regulatory standards and company policies.
- Document and communicate reasons for transaction approval or rejection.
- Conduct thorough investigations on identified accounts and create case files.
- Monitor fraud claims, contact merchants/institutions, clarify statements.
- Gather documentation to support final decisions.
- Identify fraud trends, recommend strategies, lead special projects.
- Review alerts/reports to detect SAR, complete BSA form, write narrative.
- Conduct periodic internal account/customer reviews.
- Review disputed transactions, investigate fraud claims, identify charge‑back opportunities.
- Ensure compliance with dispute timeframes and regulations.
What you’ll bring
- Bachelor's degree required (preferred B.com Hons)
- Exceptional English comprehension skills
- Minimum 24 months fraud/risk experience in US banking
Skills
Attention to consistencyCustomer escalations managementInternal communicationsInterpersonal relationship buildingLeadership capabilitiesWorking under pressure
Education
Bachelor's Degree