Job Description
A fraud analyst specializes in financial transaction monitoring and analyzing suspicious activities
that could potentially include fraud. The job responsibilities include 24/7 fraud transaction
monitoring, action the detected fraud cases, report the fraud cases to scheme, analyzing the point
of compromise, and Immediate notification & reporting to the client.
Responsibilities
- 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 on suspicious activities on their card 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/prevention tool.
- Identify fraudulent trends and execute the appropriate action as per the unit process.
- Initiate outbound calls to confirm transactions with cardholders and update system
appropriately.
- Clear and investigate all queued alerts 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.
- Proper update and tracking of the cardholder's travel plan provided by the clients
- Respond to all inquiries from the clients on timely manners and professionally.
- Deliver efficient and quality services to both internal and external customers that meet or
exceed agreed service standards.
- Perform fraud recovery by contacting the Acquirers and merchants immediately with an
aim to improve the fraud loss avoidance.
- 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.
- Initiate outbound fraud alert notification through email to the internal team, client and
business.
- Follow the rules and procedure / process as per the SLA with the 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.
- Respond to card verification queries received from acquirer banks in order to confirm
transactions performed by cardholders.
- Deliver all the required support /task assigned on ADHOC requirement from the
management. Provide the reporting that is required and case closure within the required
time. This is in line with the unit goal to form a successful backup program with multi skills
players.
- Maintain confidentiality of information and highest standards of integrity.
- Ensure compliance and adherence to organization code of conduct policy
Qualifications
Education: A University Graduate, English / French Section
Experience
- Inbound call center experience and/or experience with Card Fraud, Online wire fraud and
fraud investigation.
- Banking product knowledge, service standards, productivity, and job analysis method.
- Excellent spoken and written French language skills and English language skills.
- 6 to 12 months Customer contact experience in a call center
- Experience with handling business customers.
Knowledge/Skills
- Ability to apply sound judgment, effectively solve problems, and determine fraudulent
activity consistently.
- 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.
- Working hours 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.
