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Fraud Sr Agent – March start


This is a Full-time position in Richardson, TX posted April 24, 2021.

Fraud Agent – Call Center

Function: Operations

United States: Richardson, TX

With a startup spirit and 80,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it! Now, we’re calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it. Come, transform with us!
Inviting applications for the role of Fraud Agent – Call Center
Responsibilities for this role include, but are not limited to, investigating and eliminating fraud risks emanating from credit card transactions. This requires logical thinking and problem solving skills with common sense to approach investigations in order to mitigate fraud opportunities. Other responsibilities include participating in and creating projects and reports as needed, both ad hoc and otherwise.


  • Investigate suspicious activity and behavior that could pose a risk to client’s customers like out of pattern card spend or anomalous account activities.
  • Inbound / Outbound contact to verify transactions and handling incoming customer queries on card decline/account block/ unfamiliar charge on statement (phone & chat etc.) is part of the scope of this role
  • Demonstrated ability of approach and analyze problems logically
  • Complete understanding of policy and procedures and familiarity with tools there-off
  • Demonstrated ability to conduct research, work independently and make complex investigations decisions with little or no guidance within the ambit of workflow/procedure
  • Agent is expected be up to date on latest fraud modus operandi that are currently trending in the market
  • Take appropriate action to identify and help minimize the risk posed by fraud patterns and trends
  • Consistently achieve/exceed quality standards for investigations
  • Participate in ad hoc projects/assignments as necessary


Minimum qualifications

  • Candidate should have at least 1-2 years’ experience working on Fraud Detection and Mitigation with a background in working Transaction Dispute in the debit and/or credit card industry
  • Adaptability to learn new processes, concepts and skills and an eye for detail
  • Strong communication both written and verbal English skills and an ability to compose a grammatically correct, concise and accurate written response
  • Strong interpersonal skills, with the ability to communicate complex transactional issues correctly and clearly to both internal and external customers
  • Analytical & problem solving skills
  • Keen attention to detail & risk identification
  • Basic knowledge of Banking Industry & Regulatory Environment
  • Ability to articulate research findings and detail them out as per need
  • Self-disciplined, diligent, proactive and detail oriented
  • Ability to effectively manage time, and individually prioritize multiple tasks of competing priority
  • Ability to maintain high levels of confidentiality and data security standards
  • Experience with Microsoft Office, including Outlook, Word, and Excel
  • Demonstrate flexibility to work overtime hours and overnight hours as per business requirement
  • Three shifts are available: mid (start time: between 11am and 2pm), evening (start time: between 2pm and 5pm), and overnight (start time: between 9pm and midnight); all are 9 hour shifts
  • Leaves – No leaves during training/ probation period (3 months) and public holidays

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.

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