1869446 | |
GE Capital | |
Capital - Asia Pacific | |
The
GE Fraud Group is tasked with the prevention, detection,
investigation & reporting of all fraudulent and suspected
fraudulent activity that results in direct or indirect losses
to the assets of the business. An opportunity has become
available for a Senior Claims Officer in our Fraud Claims &
Disputes Team, based in Burnley.
The Fraud Claims & Disputes Team operates between 8am – 5:00pm Mon-Fri or as required on public holidays and to meet Business needs. | |
Experienced | |
Fraud Management | |
Fraud Analytics | |
Australia | |
Richmond | |
3121 | |
No | |
To conduct effective credit card transaction dispute and fraud claim handling & processing, including in-bound & out-bound claim interviews and all necessary steps required to process corrections & treatments on customer accounts in accordance with GE Policy & Procedure, and the Scheme Chargeback rules. | |
The
Senior Claims Officer will provide subject matter expertise on Scheme
Chargeback processes within the Claims processing team. This includes
handling of complex and/or escalated cases, Representments &
Arbitration cases, and acting as an SME resource for business NPI’s
& Projects impacting the Claims & Disputes process, including
reviewing functional specifications, performing UAT and PVT testing, and
staff training.
Essential Functions: •Liaising with customers & team members as required to resolve disputed Credit Card transactions & Fraud claims. •Apply Scheme Rules to effectively recover losses to the business resulting from fraudulent activity. •Action incoming documentation from VISA, MasterCard, and other streams as required. •Ensuring GE’s compliance with MasterCard & Visa Scheme Operating Rules •Ensure that all Retrieval, Chargeback, Representment and SAFE requests are processed in a timely and efficient manner, having regard for the Card Scheme Rules and Regulations. •Report any anomalies, learning’s, trends or opportunities for improvement. •Identify key fraud risk & Scheme Compliance issues/gaps and concerns (internal and external) and work with the business to initiate and execute programs to close gaps •Establish rapid customer rapport and trust, adopting the customer centricity model – “We will be there when it matters”; gaining an accurate understanding of the customer’s claim and disposition. •Perform claim assessments, and seek to resolve customer claims immediately thru identification and application of product features & functions, Conditions of Use, thru to Scheme Chargeback rules. •Based on information provided as part of the claim interview process, suggest and negotiate an appropriate response/solution. Ensure this recommendation complies with policies & procedures. •Where required, create briefs of evidence to be submitted to and/or liaise with law enforcement agencies, ensuring all evidentiary information is admissible and all aspects of the investigative process adhere to GE policy. •Demonstrate a customer service focus, displaying empathy to adverse customer circumstances. •There is an expectation that this role will involve initiating process improvement, identifying & developing efficient solutions, and driving implementation of best practices/process improvements across the Claims & Disputes handling function. •Take responsibility for relevant reporting to ensure there is clear visibility of accounts actioned within this functionality. •Provide day to day workload management, supervision, coaching and mentoring as required for new starters and Claims Officers, and as directed by Fraud Solutions Management. •Act as an SME for business projects which impact the Claims & Disputes team & processes including performing UAT and PVT testing, review of scheme compliance implementations, and staff training. | |
Qualifications
•Tertiary Qualification in suitable discipline (eg Business Admin, Commerce/Finance etc) Desirable: Previous experience in MasterCard &/or Visa Scheme related field. Experience •Previous Fraud Investigations/Collections/Credit Cards Solutions experience • A track record of success in resolution of complex solutions based calls • Customer Solutions/call Centre experience • Detailed knowledge/understanding of Credit Card products • Detailed knowledge of Privacy legislation • Detailed Knowledge of ACCC guidelines & EFT Code • Experience dealing in reading complex & sensitive customer situations accurately. | |
Attributes/Behaviours
• Superior active listening and problem solving skills • Superior negotiation skills • Excellent communication skills (both oral & written) • Proven ability to rapidly learn/understand new and/or complex systems & processes • Proven ability/experience at building effective peer/support networks • Demonstrated comfort/experience in public speaking and training leadership situations • High level resolution and decision making ability, matching the appropriate solution to each situation • Attention to detail. • Ability to understand technical documents and prepare team policy documents • Ability to work autonomously and match solutions to customer’s circumstances in a compliant environment • Ability to demonstrate a common-sense approach • Ability to overcome objections - assertiveness • Ability to build rapid customer rapport & relationships • Ability to work under pressure. Technical Knowledge •Solid understanding of Scheme processing procedures and in depth knowledge of the transaction life cycle. •Excellent knowledge of standard Banking/Financial information management systems (Eg: VisionPLUS, Cardpac, Excalibur and ICBS). •Broad knowledge of fraud Management and MasterCard/VISA Scheme systems & platforms advantageous. •Proficiency in Microsoft Office suite of applications. |
Wednesday, 6 November 2013
Posted Position Title Senior Claims Officer - Fraud Solutions
Labels:
Richmond
Subscribe to:
Post Comments (Atom)
No comments:
Post a Comment