Sr. Sme

Concentrix

Hyderabad, India
Subject matter expert in fraud detection
Floor support and agent coaching experience
Root cause analysis and solution recommendation
The role involves providing floor support, learning sessions, and coaching to agents while ensuring high-quality customer experiences

Job Summary

  • The role involves providing floor support, learning sessions, and coaching to agents while ensuring high-quality customer experiences.
  • Candidates must possess a deep understanding of suspicious transaction reporting, card blocking, and account takeover prevention.
  • The position requires supervising the team in the absence of the Team Leader and monitoring performance and quality scores regularly.

Matching Summary

The role involves providing floor support, learning sessions, and coaching to agents while ensuring high-quality customer experiences.

Skills & Requirements

Must-have

  • Subject Matter Expert in fraud detection
  • Floor support and agent coaching experience
  • Root cause analysis and solution recommendation

Nice-to-have

  • Strong understanding of identity fraud risks
  • Experience managing end-to-end escalations
  • Ability to drive team metrics and quality scores

Key Requirements

  • Understanding of fraud risks and account takeovers
  • Experience with outbound validation of flagged transactions
  • Knowledge of customer education on fraud actions

Work Rights

Not specified

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