Job Description

About Us

Network International is the largest Financial Technology company in Middle East and Africa. Payments is our core business where we provide services in more than 50 countries – UAE, Jordan, South Africa, Egypt are some of our key markets. Apart from payments, we provide services on Data and Insights, Lending, Insurance, Risk Solutions, etc. Our core customers are businesses at every scale and segment, though recently we are growing in direct to consumer card segment as well.

Our EVP

At Network International, we always stay ahead. . In the fast-paced world of financial services, we thrive on innovation, agility, and purposeful collaboration. We invest first in our people, empowering you to make bold decisions, learn fast, and grow your expertise alongside industry leaders. Here, solving complex problems means more than using cutting-edge technology; it's about creating meaningful value for our customers, together. We foster a culture where trust, accountability, and achievement go hand in hand—because success isn't just a goal; it's how we work, every day, as one team.

Job Accountabilities

Monitor transactional-based card spends on a 24x7 basis as per company procedures, agreed service standards and in accordance with agreed controls and procedures.
Contact cardholders and merchants on suspicious activities on their card/merchant accounts and take necessary actions as per company procedures in accordance with agreed controls and TAT's.
Conducting the review of all triggered alerts based on the pre-defined rules in the fraud detection tool.
Identify fraudulent trends and execute the appropriate action as per the unit process.
Improve Fraud Collection by reaching out to merchants and Acquirers immediately upon fraud confirmation notification.
The daily set target of alerts evaluation to be achieved per shift, and all queued alerts to be cleared maintaining no pending alerts by Shift and on timely manners.
Follow the proper channel of escalation and ensure that all critical issues are timely reported to guarantee the rapid fix.
Ensure that track records of Fraudulent Case Reports for all cases are properly produced and documented for history keeping.
Initiate outbound fraud alert notification through email to the internal team, Banks, Merchants, business.
Effectively action on the fraud trend with regular review of the fraud cases analysing the trend for better CPP identification.
Manage data compilation, retention, summarization, and publication for Issuing.
Respond to all inquiries (Banks and internal team) professionally via email/Remedy.
Deliver efficient and quality services to both internal and external customers that meet or exceed agreed service standards.
Follow the rules and procedure / process as per the SLA for the issuing clients.
Adhere to the internal and external Audit / Compliance requirements in the Unit/organization.
Determining problems or issues in queries or complaints handling nature and proposing solutions for Enhancements.
Ensure that the schemes related fraud alerts are timely actioned and reported to the concerned client bank.
Act as an escalation point and ensure resolution of client issues by identifying and reporting incidents in accordance with NI standards.
Deliver all the required support /task assigned on ADHOC requirement from the management. Provide the reporting that is required and case closure within the agreed time. This is in line with the unit goal to form a successful backup program with multi skills players.
Perform other related duties as requested by the company.

Experience / Skills Required

Bachelor's Degree from a recognized university.
Banking product knowledge, service standards, productivity, and job analysis method.
Very Good command of English Language (Listening, Speaking, Reading & Writing), or equivalent to Upper-Intermediate level .
Inbound call center experience and/or experience with Card Fraud, Online wire fraud and fraud investigation.
2+ years of experience in Customer contact experience in a call center
Experience with handling business customers.
Knowledge of banking operations.
Ability to apply sound judgment, effectively solve problems, and determine fraudulent activity consistently.
Experience in working with state-of-the-art payment fraud management systems.
Managing datasets for extraction, conversion into useful business and risk information and analytical purposes.
Expert in MS Office skills; MS Access, Power Point, Word, and Advanced Excel
Ability to multi-task as business needs dictate with phone and typing required
Excellent written and oral communication skills
Ability to work in a fast-paced call center environment meeting production goals.
Schedule flexibility - must be available to work in rotating shifts as part of 24/7 fraud monitoring team.
Proficient with computers
Ability to de-escalate difficult client situations.

Responsibilities

TBC

Qualifications

TBC

Senior Fraud analyst- Issuing Fraud management