Customer Service Supervisor

RSD Human Resource Management Consultancy

On-site - Muntinlupa 1-3 years experience Diploma Full-time

Job Description

Job Summary:

The Team Leader – Fraud Accounts is responsible for managing a team of fraud analysts within a BPO environment. The role focuses on monitoring account activities, preventing fraudulent transactions, ensuring compliance with client policies, and driving team performance to meet service level agreements (SLAs) and key performance indicators (KPIs).

Key Responsibilities:

• Lead, coach, and mentor a team of Fraud Analysts handling account-related fraud cases.
• Monitor daily team performance.
• Ensure accurate and timely investigation of suspicious transactions and fraud alerts.
• Review flagged accounts and make decisions on account actions (block, suspend, elevate).
• Conduct regular quality audits and provide feedback for improvement.
• Han...