Jimmy Kuriakose

• Investigate a broad range of fraud types including phishing, impersonation scams, and unauthorised transactions.
• Assess cases individually using transaction data, behavioural indicators, and customer verification checks.
• Identify risk signals such as inconsistencies in customer stories, third-party influence, and abnormal transaction patterns.
• Categorise cases as loss or no-loss, escalating confirmed losses for refund or investigation in line with bank procedures.
• Apply enhanced care and judgement when supporting vulnerable or elderly customers.
• Use device history, IP checks, OTP verification, and account profiling to confirm customer legitimacy.
• Educate customers on fraud prevention, secure banking practices, and evolving scam trends.

Key achievements:

• Successfully prevented significant financial losses by identifying high-risk fraud cases early.
• Consistently delivered compliant outcomes while maintaining customer trust in high-stress situations.

• Delivered tailored product presentations and adapted messaging to customer needs.
• Used persuasive communication and objection handling to support successful sales outcomes.
• Improved brand awareness through direct engagement and promotional activity.

• Led teams during high-volume shifts, ensuring operational efficiency and compliance.
• Resolved staff, customer, and system issues under pressure.
• Maintained accurate POS use, cash handling, and operational controls.
• Trained new team members on procedures and performance standards.