Bridging the gap between external clients and internal teams to drive product strategy, propose platform developments (through analysis and knowledge of the fraud industry), solving problem statements relating to financial fraud, and representing Featurespace across the globe.

Roadmap ownershipPortfolio managementRFI/RFP completionInnovation board attendanceComprehensive requirements gatheringDefining of acceptance criteria for UAT/QA testingRefinement sessionsSprint planning

Pre-Sales SupportCommercial Support (MBR/QBR)2nd/3rd Line Business SupportClient TrainingProduct DemonstrationsFraud Product SMEai Product SMEManaged Service Analysis & ReportingHealth ChecksBusiness AnalysisProduction of Solution CollateralRFP Collation

Responsible for managing merchant relationships, resolving queries, analyzing rules and identifying trends. The account executive also ensures that the merchant’s risk portfolio is managed effectively and that fraud is profiled in a timely and efficient manner.

Responsible for managing and co-ordination working hours of staff and managing shift rosterEncourage and promote teamwork and best practice within the area by sharing ideas making recommendations, and ensuring consistency within and across the team through effective networking and per supportPerformance reviews for all staff membersPerform daily QA on team members work (queries, fraud and investigations) and arrange training where applicable (spot checks)Make available daily statistics giving productivity, quality and attendance levelsMonitor staff performance and provide coaching , feedback and training for the team to ensure productivity and quality levels are maintained and improvedRegular feedback to be maintained with the Fraud Operations HODMonitor the quality of staff replies to customer queries that are received by email, or telephone on conjunction with QC/trainer and maintain regular communication regarding coaching requirements of staffBuild and develop a pro-active relationship with our merchants by being pro-active, honest and professional at all timesQueries from fraud operations HOD are auctioned as per agreed deadline and team feedback provided upon requestDeal effectively with external clients/customer requests, queries and complaints, with the agreed turnaround timeRegular feedback to be given to Fraud Operations HOD and QC trainer on training needs and concerns within teamAd-hoc tasks as required by fraud Operations HODResponsible for implementing risk strategy at operational level as advised by Fraud Operations HOD, Risk specialist and Operation SpecialistMaintain consultation with Fraud Operations HOD to ensure that all Ad-hoc tasks are effectively completedEnsure training needs of staff are indentified & met and fed into QC/Trainer for auctioning

Transaction reviews according to business rules and laid down business process and proceduresMaintain a good knowledge of customer processesAssess and recommend action within agreed customer SLA'sIdentify trends in fraud patternsResolving of client queriesPro-active input into changes required to any merchant rules/processesProvide telephone support to merchants assisting them in making risk based decisionsDeal effectively with internal and external clients/customer requests, queries and complaints

Analysing and processing suspected fraudulent bookings across European localesCommunicating with different departments to resolve issuesWorking a shift rota to enable 24 hour coverageHighlighting fraudulent trendsAssisting banks and the Police with their enquiriesReplying to customer responses quicklyTraining of new and existing staff

Principal responsibilities included:Investigating reports of cheque, direct debit, standing order, international and chaps fraudSubject matter expert for Non-Plastic Fraud investigation processInterviewing customers to ascertain whether the claim is genuineCommunicating with other areas of the bank during investigationLiaising with the PoliceProcessing paymentsTraining of new and existing staffManaging workflow for a small team