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GENERAL DUTIES & RESPONSIBILITIES
• Review referrals from potential matches on appropriate sanctions and PEP lists using applicable systems.
• Review transaction monitoring alerts to highlight accounts with suspicions of money laundering.
• Perform investigations using account holder information in conjunction with alternative sources to verify and validate information and to maintain a focus on a fair outcome for the customers.
• Review of transaction monitoring alerts to identify suspicious patterns of customer behaviour.
• Monitor and investigate account activity to identify potentially fraudulent behaviour in an efficient and timely manner.
• Engage with 3rd parties to validate information and activity.
• Review savings, loans and credit card applications to confirm affordability and/or detect any fraudulent activity.
• Review Customer accounts to assess account behaviour and identify suspicions activity.
• Review application, fraud prevention data and customers credit files to make lending decision.
• Ensure all relevant systems are updated accordingly with correct outcome.
• Where applicable escalate concerns using proper channels.
• Correspond with customers to obtain information and/or supporting documentation.
• Ensure compliance with all applicable regulations.
• Other related duties assigned as needed.
EDUCATION REQUIREMENTS
High school diploma or equivalent level of education.
GENERAL KNOWLEDGE, SKILLS & ABILITIES
• Experience of working in a back office/call centre environment.
• Good understanding of fraud/AML processes and procedures.
• Good understanding of credit underwriting processes and procedures.
• Excellent customer service skills
• Excellent verbal and written communications skills
• Excellent analytical, organisational and interpersonal skills
• Excellent time management
• Ability to work both independently and in a team environment
• Ability to adapt quickly to change
• Good computer navigation and operation skills
• Demonstrate problem-solving and decision-making skills
• Ability to gain good understanding of regulations governing UK and EU
• Fluent in English
FIS JOB LEVEL DESCRIPTION
Senior support level role. Highly-skilled with extensive proficiency. Performs either credit underwriting/ fraud/AML support activities by following standard processes and work instructions. Should have the ability to question and challenge where applicable in order to make decisions on savings, loans and credit card applications. May also be responsible for customer and transaction monitoring for new and existing customers. Will handle more complex cases such as appeals or referrals from other departments or team members as well as escalations and location dependant, boarded application fraud. Depending on location may handle calls from existing customers, applicants applying for credit or savings products, victims of fraud and/or financial institutions. Should work under minimum supervision. May coach/mentor other staff under the guidance of Team Leads, may also be responsible for allocating work daily and ensuring SLAs are met. Will be expected to meet agreed handling times for processing work whilst maintaining required quality standard. Will be required to carry out other duties as determined by business needs. Typically requires a minimum of 2 years customer service /fraud detection/ credit underwriting support experience or relevant transferrable skills which may include experience of supervising staff.
Privacy Statement
FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.
Sourcing Model
Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.
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