Ala eddine Garrouri

Manage day to day fraud cases such as investigation, analysis, monitoring.
• Prepare investigation report capturing facts, finding, conclusions, and recommendations. Ensure safe retention of evidence that might be required by legal /regulatory authorities.
• Attend seminars/meetings when called by regulator or law enforcement authorities.
• Provide support to the manager in educating staff and customers and increasing awareness with regard to fraud risks and mitigating solutions.
• Interviewing suspects to gather evidences and writing investigation reports.
• Create fraud monitoring rules bases on fraud cases scenarios and analysis.
• Provide assistance to the manager with the strategic direction and the implementations of anti-fraud program to safegurd the bank reputation and comply with local, regional, and international standards.
• Assist the manager in ensuring effective implementation of the bank policies and procedures related to anti-fraud management.
• Provide Assistance in conducting reviews from anti fraud perspective on bank’s policies, procedures, product programs, including planned ad hoc assessments, as and when referred to by other functions.
• Collaborate across the bank to collect and analyze data to determine fraud risks and develop action plans to enhance control.

Analyze credit and debit card usage trends (by merchant, country, product, etc) to identify, monitor and manage the fraud risk of the Group’s card business and take the necessary corrective/ remedial action on timely basis to prevent card fraud losses.
Monitor the system and examine the same for suspicious Cards transactions Contact the concerned cardholder to confirm identified suspicious transactions and put the card in “temp block card” status if required to prevent fraudulent activities.
Monitor and authorize all POS transactions and investigate the suspecious transactions with merchants .
Monitor ATM fonctionality and manage the ATM activites ( stop /start /reload ) when needs .
Proceed daily force limit for debit and credit cards
Prepare daily reports such as pos reconciliation file /block cards /fraud cases /phishing cases.

Retail:
Handel all customers’ requests, inquires and complaints for Premium and Private banking
Coordinate all complaints and requests with the concerned departments.
Make transfer between customer accounts and within bank accounts.
Update and modify customer information’s (Emails, mobile, Address)
Fellow up customer complaints with other departments and make sure to be solvedin SLA
Activate the New cards and renewed cards.
Block/unblock 3D secure service
Assist customers who using Mobile application or internet banking.
Change SMS language as per customer request.
Send Customer leads (Credit card, loan, new account, fixed deposit) to sales department
Make temporary limit increase for Credit cards and Debit cards when customer requested.
Fraud analyst:
Monitor all credit cards and debit cards transaction using VRM (Visa risk manager).
Using rule based online fraud monitoring system to monitor any authorization dealing with debit and credit card related authorization and transactions to identify any fraudulent behavior
Perform blocking of customer cards in the event of customer denied any transactions and investigate the suspicions transactions.
Fill dispute forms.
Monitor and authorize all POS transactions.
Call customers if any suspicious transactions and send SMS and emails within SLA.
Create New rules using VRM when facing any fraud attacks.
Corporate:
Assist Companies for Business internet banking (BIBS) Usage (unlock, activate, Bulk transfer, WPS file)
Coordinate with POS machine vendor (Transfer now, Ideal solution) for any technical issue or Paper rolls requests.
Assist merchant how to use POS Machine (Refund, restart, Batch, Settlement ...)
Send merchant statement by email to RMs or companies once requested.
Investigate with merchants the suspicions transaction.

Obtains customers information by answering telephone calls; interviewing clients; verifying information.
Manage customers with both voice calls and data applications like e-mail, CRM .
Handle account inquiries, customer complaints or support issues.
Answer questions about account types and banking products, checking and savings accounts, loan applications, debit and credit cards, bank application (Mobile, Internet banking )., money market accounts .
Transfer funds between customer accounts.
Send customer requests, leads, and complaints to the concerned departments
Solve customer Problems and complaints by following up them requests with concerned departments.
Check on the status of customer accounts and track checks and payments
Review and explain account charges
Assist banking customers who are victims of fraud, theft or identity theft
Assist customers with replacing lost or stolen credit or debit cards

Solicits orders for goods or services over the telephone
Greeting customers who enter the shop
Giving advice and guidance on product selection to customers
Introduce the products to the customers
Provide daily sales/monthly sales
Provide products orders
Follow up customers when needs to be satisfied
Recommend improvement in services or products to avoid future complain.
Provide invoices/ purchase orders.
Reporting discrepancies and problem the manager.

Communicate with customers via phone, email, or letter.
Resolve complaints and order issues.
Keep abreast of new company products and services.
Manage retail staff, including cashiers and people working on the floor
Help workers in resolving problems and completing work.

Answer calls and respond to emails
Provide customers with product and service information
Process orders, forms and applications
Manage and resolve customer complaints
Produce call reports