Description
The Fraud SME acts as the specialist escalation point for the frontline fraud team, providing expertise on fraud processes, systems, and decisioning.
The role ensures fraud is prevented while protecting genuine customers and maintaining a customer-first mindset.
Through detailed knowledge of Accertify, fraud investigation workflows, and compliance requirements, the SME ensures consistency, quality, and operational efficiency across fraud-related processes.
Alongside this, as part of Executive Relations, your position is responsible for escalated and emotive customer contact and issue resolution for all lines of the business including our white label partners, ensuring clear investigation is undertaken to drive positive business change and retain the customer.
Responsibilities:
- Investigate competently, diligently, and impartially customer contacts ensuring excellent service is delivered to retain the customer.
- Promote and maintain high standards of communication in line with Omnichannel Customer Support and Asda brand guidelines for both verbal and written communication with a proven track record in this area.
- Manage own workload, regularly updating internal and external customers ensuring a timely resolution.
- Communicate effectively both internally and externally, using appropriate methods of communication.
- Engaging with key stakeholders to address and highlight any emotive and topical issues.
- Take on high priority escalations from Legal, Claims, Privacy and PR, providing detailed updates to the business.
- Assisting with professional complaints for our Optical / Pharmacy teams following strict governance.
- Proactively highlight to your line manager areas where processes, and ways of working can be improved to enhance the overall customer experience and drive positive business change.
- Ability to navigate several systems to support in the resolution.
- Accountable for own metrics including First Contact resolution and Customer Satisfaction, driving more promoters.
Benefits:
- Discretionary company bonus
- Company pension up to 7% matched
- 15% colleague discount in store and online
- Free access to wellbeing services such as Stream, 24/7 virtual GP, counselling, health and dental cash plans and a 24/7 employee assistance helpline, alongside discounts across a range of services and activities, from airport parking, enhanced to theme parks and cinemas.
- Asda Allies Inclusion Networks – helping colleagues to make sure everybody is included and that our differences are recognised and celebrated
- Excellent parental leave policies, including maternity & adoption leave, paternity leave, shared parental leave, neonatal care leave, and support for those doing fertility treatments.