Customer Protection Team Associates

Role Overview Full Potential Solutions is looking for dedicated Customer Protection Team Associates to join our growing operations in Pune. As a Risk Investigator, you will act as a primary point of contact, balancing a high-quality customer experience with active fraud mitigation and compliance. Join us in our mission to create conditions within which people can thrive and help protect our customers daily. Key Responsibilities - Monitor customer transactions to identify fraudulent activities like account takeovers, theft, and friendly fraud. - Contact customer and banking institutions to verify legitimate transactions and KYC documentation. - Make customer-centric decisions to protect accounts and resolve issues using the path of least resistance. - Take inbound and outbound calls to request additional verification documents for compliance. - Support the customer service team by handling escalated reviews and resolving issues causing dissatisfaction. - Document all customer interactions and risk findings accurately in internal CRM systems and database tools. - Collaborate with Risk Operations and Customer Success teams to enhance fraud prevention processes. Required Qualifications - One or more years of BPO or call center experience in risk, fraud, or collections management. - Excellent written and verbal English communication skills with CEFR B2 speaking and B1 writing levels. - College graduate or holder of a three-year Bachelor's degree (Finance or Business preferred). - Confident computer navigation skills and typing speed of at least 30 words per minute. - Flexibility to work rotating shifts, unconventional hours, weekends, and holidays onsite in Pune. Why Join Us Full Potential Solutions puts culture and employees first, offering competitive compensation, health benefits, and career growth. Join a workplace that rewards performance and prioritizes employee wellbeing and engagement.