Job Title:
Sr. SME, OperationsJob Description
The Sr. SME, Operations provides floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.
Job Description: SME, Operations – Fraud Voice
This role focuses on live phone escalations, real-time transaction verification, and immediate account containment.
- Position: SME, Operations (Fraud Voice)
- Job Location: Hyderabad
- Total Experience: 5+ Years
- Relevant Experience: 2+ Years in Fraud Voice Operations (Customer-facing Fraud Inbound/Outbound)
Key Responsibilities
- Live Escalation Handling: Take over real-time de-escalation calls from customers querying suspicious account activities or blocked transactions.
- Voice Floor Support: Provide live support on the floor to assist agents in asking the right probing questions during high-risk calls.
- Call Quality & Metrics: Assist in driving customer-centric metrics, including Customer Satisfaction (CSAT), Average Handling Time (AHT), and First Contact Resolution (FCR).
- Risk Containment: Ensure agents execute immediate containment steps flawlessly (e.g., blocking cards, freezing accounts) to stop active fraud.
- Coaching & Call Calibration: Conduct side-by-side coaching sessions and calibrate calls with Quality Assurance to improve agent communication and compliance.
Domain-Specific Knowledge and Skills
- Customer Interaction: Exceptional verbal communication, active listening, and strong de-escalation skills when dealing with distressed fraud victims.
- Suspicious Activity Probing: Ability to verify transactions effectively while balancing risk mitigation and friction-free customer experience.
- Account Takeover Response: Mastery in handling live security/identity checks to confirm unauthorized account access patterns.
- Email & Call Etiquette: Perfect phone etiquettes and crisp professional communication for documenting account history post-call.
Educational qualification: Any Graduate or Masters
Disclaimer: -
'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'
Location:
IND Hyderabad - Unit No. 201 2nd Flr Building 4 at K-Raheja, MindspaceLanguage Requirements:
Time Type:
Full timeSkills Required
- 5+ years of total work experience
- 2+ years of relevant experience in fraud voice operations, including customer-facing inbound or outbound calls
- Any graduate or master's degree
- Exceptional verbal communication, active listening, and de-escalation skills
- Ability to verify suspicious transactions and handle account takeover responses
What We Do
CNX Resources Corporation (NYSE: CNX) is the premier natural gas development, midstream, and technology company in Appalachia – one of the most energy abundant regions in the world. We believe in an Appalachia First approach to our work – prioritizing investments and utilizing home-grown resources that truly make a Tangible, Impactful, and Local difference in our regional communities first, and then far beyond. Over the past 150+ years, our 100% local workforce has produced low cost and low emission natural gas to help meet the world’s growing energy demand and catalyze environmental progress. Learn more about our company at CNX.com. Or, to view stories on our vision, innovations and actions, visit PositiveEnergyHub.com
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