Sr. SME, Operations

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Job Description

This role focuses on live phone escalations, real-time transaction verification, and immediate account containment.

• Position: SME, Operations (Fraud Voice)
• Job Location: Hyderabad
• Total Experience: 5+ Years
• Relevant Experience: 2+ Years in Fraud Voice Operations (Customer-facing Fraud Inbound/Outbound)

• →Live Escalation Handling: Take over real-time de-escalation calls from customers querying suspicious account activities or blocked transactions.
• →Voice Floor Support: Provide live support on the floor to assist agents in asking the right probing questions during high-risk calls.
• →Call Quality & Metrics: Assist in driving customer-centric metrics, including Customer Satisfaction (CSAT), Average Handling Time (AHT), and First Contact Resolution (FCR).
• →Risk Containment: Ensure agents execute immediate containment steps flawlessly (e.g., blocking cards, freezing accounts) to stop active fraud.
• →Coaching & Call Calibration: Conduct side-by-side coaching sessions and calibrate calls with Quality Assurance to improve agent communication and compliance.

• Customer Interaction: Exceptional verbal communication, active listening, and strong de-escalation skills when dealing with distressed fraud victims.
• Suspicious Activity Probing: Ability to verify transactions effectively while balancing risk mitigation and friction-free customer experience.
• Account Takeover Response: Mastery in handling live security/identity checks to confirm unauthorized account access patterns.
• Email & Call Etiquette: Perfect phone etiquettes and crisp professional communication for documenting account history post-call.

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'

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