Associate

Wipro Limited is a global leader in technology services and consulting, dedicated to delivering innovative solutions that address complex digital transformation challenges. With a comprehensive portfolio spanning consulting, design, engineering, and operations, Wipro supports clients in achieving their most ambitious goals and building sustainable, future-ready businesses. Operating across 65 countries with over 230,000 employees and partners, Wipro is committed to helping customers, colleagues, and communities thrive in a rapidly evolving world.

Key Responsibilities

Provide effective technical support by managing client transactions in line with quality standards and process SLAs. This includes handling incoming client requests via phone or email courteously, documenting user information and issues accurately, and updating availability in internal systems to maintain process productivity. Track and record all queries, problem-solving steps, and resolutions, adhering to standard procedures to ensure timely and effective client issue resolution.

Deliver excellent customer service through thorough diagnosis and troubleshooting of client queries. Guide users step-by-step to resolve product-related issues, assist with navigation of product features, and maintain detailed logs of all customer interactions. Offer alternative solutions when appropriate to retain client business and conduct follow-ups to ensure customer satisfaction and compliance with service agreements.

Build operational excellence by continuously enhancing product knowledge through training and self-learning opportunities. Collaborate with team leaders to identify training needs and improve service delivery. Maintain and update self-help documentation to expedite client resolutions and analyze call logs to identify trends and prevent recurring problems. Escalate unresolved or serious client issues promptly to leadership.

As a Fraud Reviewer Associate, review transaction alerts or cases to investigate suspicious activities within the retail banking domain. Utilize knowledge of risk and fraud in consumer banking to identify and report fraud trends. Provide data-supported recommendations for new fraud alerts and controls. Support Regulatory Operations, Compliance, and other internal teams with ad hoc fraud reviews and requests.

Required Qualifications

Graduate or Postgraduate degree with 6 months to 2 years of relevant experience in Fraud or Risk Operations, preferably within retail banking. Strong understanding of retail banking processes and fraud operations is essential. Excellent verbal and written communication skills are required to effectively interact with clients and internal stakeholders.

Demonstrated investigative curiosity and critical thinking skills, with the ability to analyze data and communicate insights clearly across the organization. Self-motivated, organized, and detail-oriented individuals who can thoroughly investigate potentially fraudulent customer behavior using critical data points are preferred.

Additional Information

This role is based in Hyderabad, Telangana, India, within the BFS-DOP vertical at the AA level. The position requires working night shifts aligned with the US region, including rotational shifts and designated weekly offs. The work schedule is five days a week, with work conducted from the office. Immediate joining or a notice period of up to one month is preferred.

Wipro emphasizes compliance with service agreements to avoid legal challenges and maintains a strong focus on delivering superior customer service. The company fosters a culture of continuous learning and reinvention, encouraging employees to evolve their skills and careers in line with the dynamic technology landscape.

Join Wipro to be part of a purpose-driven organization that empowers you to design your own professional growth while contributing to cutting-edge digital transformation initiatives.