Customer Service Supervisor, Muntinlupa

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).

• 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, escalate).
• Conduct regular quality audits and provide feedback for improvement.
• Handle escalations and complex fraud cases.
• Maintain compliance with client guidelines, regulatory requirements, and internal policies.
• Prepare daily, weekly, and monthly performance reports.
• Conduct team huddles, performance reviews, and one-on-one meetings.
• Identify process improvement opportunities to reduce fraud losses and improve efficiency.
• Coordinate with internal departments (Risk, Compliance, Operations) and client stakeholders.

• At least 2nd year College completed with no back subjects or College graduate.
• At least 2 years of experience in Fraud Operations / Risk Management within BPO.
• Strong understanding of fraud detection tools and monitoring systems.
• Excellent analytical and decision-making skills.
• Strong communication and leadership skills.