Job Title:
Sr. SME, Operations
Job Description
The Sr. SME, Operations provides floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).
Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.
1. Job Description: Sr. SME, Operations – Fraud Back Office
This role focuses on processing, chargeback logic, fund recoveries, and analyzing fraud trends.
Position: SME, Operations (Fraud Back Office)
Job Location: Hyderabad
Total Experience: 5+ Years
Relevant Experience: 2+ Years in Fraud Back Office (Application Fraud, Disputes, or Recoveries)
Key Responsibilities
- Queue & Floor Support: Provide real-time operational floor support and complex case guidance to backend processing agents.
- Metric & SLA Ownership: Assist the Team Leader in driving core backend metrics, focusing heavily on SLA turnaround time, case accuracy, and quality scores.
- Root Cause Analysis (RCA): Analyze high-value leakage patterns, recurring fraud trends, and dispute errors to recommend process improvements.
- Escalation Processing: Handle end-to-end complex fraud claims, financial write-off validations, and high-priority back-office escalations.
- Grooming & Nesting: Mentor new hires during nesting, providing hyper-care support to minimize operational errors and financial exposure.
Domain-Specific Knowledge and Skills
- Application & ID Fraud: Strong processing knowledge of first-party and third-party identity fraud detection during digital onboarding.
- Disputes & Chargebacks: Deep understanding of network rules (Visa/Mastercard) for card-present and card-not-present (CNP) chargeback cycles.
- Fraud Recovery: Proven experience in fund mitigation, tracking fraudulent transfers, and initiating recalls with beneficiary banks to minimize net losses.
- Tools & Analytics: High proficiency in backend transaction monitoring queues, data tools, Excel, and PowerPoint.
2. Job Description: Sr. SME, Operations – Fraud Voice
This role focuses on live phone escalations, real-time transaction verification, and immediate account containment.
Position: SME, Operations (Fraud Voice)
Job Location: Hyderabad
Total Experience: 5+ Years
Relevant Experience: 2+ Years in Fraud Voice Operations (Customer-facing Fraud Inbound/Outbound)
Key Responsibilities
- Live Escalation Handling: Take over real-time de-escalation calls from customers querying suspicious account activities or blocked transactions.
- Voice Floor Support: Provide live support on the floor to assist agents in asking the right probing questions during high-risk calls.
- Call Quality & Metrics: Assist in driving customer-centric metrics, including Customer Satisfaction (CSAT), Average Handling Time (AHT), and First Contact Resolution (FCR).
- Risk Containment: Ensure agents execute immediate containment steps flawlessly (e.g., blocking cards, freezing accounts) to stop active fraud.
- Coaching & Call Calibration: Conduct side-by-side coaching sessions and calibrate calls with Quality Assurance to improve agent communication and compliance.
Domain-Specific Knowledge and Skills
- Customer Interaction: Exceptional verbal communication, active listening, and strong de-escalation skills when dealing with distressed fraud victims.
- Suspicious Activity Probing: Ability to verify transactions effectively while balancing risk mitigation and friction-free customer experience.
- Account Takeover Response: Mastery in handling live security/identity checks to confirm unauthorized account access patterns.
- Email & Call Etiquette: Perfect phone etiquettes and crisp professional communication for documenting account history post-call.
Educational qualification: Any Graduate or Masters
Disclaimer: -
'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'
Location:
IND Hyderabad - Unit No. 201 2nd Flr Building 4 at K-Raheja, Mindspace
Language Requirements:
Time Type:
Full time