• To review, analyze and provide resolution of cases created via fraud detection system within SLA.
• Observe customer internet banking Activities/transactions to identify suspicious fraudulent activity (Phone scam, Phishing, TAC scam and etc)
• To perform callback to customer for suspicious Internet banking activities/Transaction flagged by fraud detection system.
• Resolve queued transactions within the service level agreements to reduce potential revenue losses.
• Raise Suspicious Activities Report (SAR) to Group Compliance (if needed)
• Resolve customer issues within the scope of existing service level agreements.
• Provide feedback on key issues faced by both customers and teams
• To attend NSRC cases from NFP portal and liaise with BNM Floor manager for NSRC cases when needed
• Any ad-hoc tasks assign by Team Lead

 Take Note: This is a 24/7 shift rotation work which will require you to work during weekend and even on public holiday based on your schedule.