As a Team Leader in Concentrix I have worked across a number of accounts in telecoms and financial services managing a team of up to 15 frontline advisors. Debit Fraud Team Leader - Retail Bank(August 2022 - Present)- Assisting colleagues with complex fraud investigations- Handling customer escalations - Acting as a SME ensuring SAR and First-Party referrals within the team are completed accurately- Investigating and approving high-value refunds - Ensuring all cases handled within the team are refunded correctly and in line with PSR timescales- Ensuring call quality checks are completed within SLA- Completing remedial action as / when needed- Identifying knowledge gaps and areas of improvement within the team- Conducting HR investigation and disciplinary meetings and contributing to outcome decision making