Associate Fraud & Claims Operations Representative

Location: Bangalore & Hyderabad

We are seeking a detail-oriented and customer-centric Associate Fraud & Claims Operations Representative. In this role, you will be on the front lines of protecting our customers and the firm by managing the end-to-end claims process. You will balance empathetic customer service with rigorous investigative research to resolve fraud and non-fraud claims efficiently.

1. Claims Intake & Investigation

• Information Capture: Support customers by accurately capturing all pertinent details regarding new claims.

• Research: Conduct thorough research into complex account activity to validate claims and identify potential fraud patterns.

• Status Management: Provide timely updates to customers on the status of existing claims, ensuring transparency throughout the process.

2. Customer Experience & Support

• Service Excellence: Answer incoming calls in a high-volume call center environment, maintaining a balance between high-quality service and investigative integrity.

• Problem Solving: Identify opportunities to improve the customer journey based on research findings and take proactive steps to handle claims effectively.

• Issue Escalation: Work under the direction of team leads and escalate complex issues or high-risk exceptions to senior specialists when necessary.

3. Collaboration & Compliance

• Functional Networking: Interact with internal colleagues and supporting functional areas to ensure a seamless, "one-team" experience for the customer.

• Risk Management: Adhere to all internal policies and regulatory compliance requirements (Financial Crimes, Operational Risk, etc.) to ensure sound decision-making.

• Documentation: Maintain accurate records of investigations and customer interactions to support governance and audit requirements.

• Experience: 6+ months of customer service support experience, or equivalent demonstrated through professional work, training, military experience, or education.

• Aptitude: Strong communication skills and the ability to handle sensitive customer situations with empathy and professionalism.

• Analytical Skills: Ability to perform routine research and navigate multiple systems to resolve account discrepancies.

• Risk Culture: A commitment to a strong risk-mitigating culture and the ability to make sound decisions within the firm's risk appetite.

• Diversity & Inclusion: We are an equal opportunity employer that fosters a culture where everyone can thrive. We encourage applications from all qualified candidates, including those requiring medical accommodations during the application process.

This position is an excellent entry point into the world of financial crimes and operations. You will develop specialized knowledge in fraud detection and claims resolution while working in a supportive, fast-paced environment that prioritizes both customer satisfaction and organizational security.