Location: Metro Manila, National Capital Region, Philippines

Unlock your potential with us! Be at the heart of transforming client fraud experiences and lead a team committed to excellence and innovation. Join our dynamic team and make your mark in the world of global banking.

As a Recovery Associate II in Global Banking, you will lead a team of recovery analysts and associates. You will drive change through innovation, execute firm strategies, and modernize client fraud experiences. You will interact with internal teams and external clients, serving as a primary contact for complex client requests. Your role involves participating in projects, handling escalated requests, and enhancing Global Banking systems and processes globally. 

 

Job Responsibilities

• Manage direct reports, coach team members, monitor calls, and resolve client concerns.
• Oversee real-time queue management, case assignment, and prioritization.
• Handle escalations of potentially fraudulent payments and engage clients for due diligence.
• Investigate and process fraudulently negotiated items, ACH, and Wire transactions.
• Analyze client transactions to identify high-risk activities requiring client engagement.
• Own client fraud experience and satisfaction, providing internal communication and updates.
• Support the development and maintenance of policies, procedures, and training materials.
• Provide regular updates to senior leadership through business reviews and KPI meetings.

 

Required Qualifications, Capabilities, and Skills

• Minimum of five years of experience managing an operations team.
• Effective leadership skills with the ability to motivate, develop, and train team members.
• Excellent written and verbal communication skills.
• Relevant experience in stakeholder management and client focus.
• Strong working knowledge of fraud strategies and payment conventions.
• Professional presence with adaptability to evolving needs.
• Ability to multi-task and leverage internal resources effectively.
• Strong client focus and ability to partner with internal groups.

 

Preferred Qualifications, Capabilities, and Skills

• Experience in managing teams; expertise in fraud strategies, and international payment practices.
• Expertise in client and stakeholder management

 

Additional Information

• Work Schedule: 8:00 PM - 5:00 AM MNL Time with Rest Days on Saturday and Sunday (schedule may vary depending on business need)

 

 

All application requirements (including updated resume - please include specifics of your career) should be posted, submitted and completed in the Oracle tool. 

In partnership, Hiring Managers and Recruiters will review applications to determine which candidates best meet the required skills and experience specified in the job description. While not every application will result in an interview, applications will be acknowledged.

 

Join the Global Banking Fraud Client Experience Team to drive innovation and enhance client fraud experiences.