Clara Ann George

Reviewing and Investigating Credit and Debit card fraud to ensure that if it is a case of Fraud, necessary credits and refunds are issued to the customer, by good judgement and decision making skills

Reviewing cards which have suspicious transactions and establishing contact with the customer to verify those potential feaud charges, moreover closing such fraud cards once confirmed fraud.

• Defused customer concerns with exceptional conflict and problem resolution skills.
• Maintained accurate and current customer account data with manual forms processing and digital information updates.
• Responded to customer needs through competent customer service and prompt problem-solving.
• Conferred with customers about concerns with products or services to resolve problems and drive sales.

• Provided expert guidance to senior management on matters relating to fraud risk, ensuring informed decision-making and strategic planning.
• Monitoring and Investigating High Value Alerted Payments done through Internet Banking
• Liaised with external partners such as banks, payment processors, and insurance providers to strengthen collaborative efforts against fraudulent activities.
• Assisted in the development of anti-fraud policies and procedures, ensuring full compliance with regulatory requirements and industry best practices.
• Completed 4i check the checker cases for fellow team mates
• Providing feedback to agents who have had misses while monitoring cases

• Enhanced customer satisfaction by expediting claim resolutions without compromising on thoroughness or accuracy during investigations.
• Review cases generated for any financial crime through UAR or referral
• Identify if a client is a suspect or Victim
• Contributed significantly to annual budget planning by accurately forecasting potential fraud losses based on historical data analysis.
• Established strong relationships with external partners such as banks, credit bureaus, and insurance companies to support ongoing investigations effectively.
• Evaluated new tools and technologies for potential integration into existing fraud detection systems, ensuring the continuous improvement of investigative capabilities.