Job Description
A senior fraud analyst will be responsible for identifying, investigating, and mitigating fraud-related
activities that could potentially include fraud. This role requires a strong ability to perform the 24/7
rotational shifts and detect suspicious behavior, analyze data trends, and respond promptly to
potential threats. The analyst will leverage their expertise in fraud prevention to monitor and
assess transactions, ensuring compliance with internal policies and external regulations.
Senior fraud analyst is responsible for tracking fraudulent activities, which may involve monitoring
financial/non-financial transactions and analyzing the data retrieved for irregular patterns, report
the fraud cases to scheme and immediate notification and fraud reporting to clients. Additionally,
Senior fraud analysts are responsible for tracking the shift performance, ensuring that all the
tasks are performed on time and appropriate shift handover.
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 and prevention tool.
- Identify fraudulent trends and execute the appropriate action as per the unit process.
- Initiate outbound calls to confirm transactions/payments with customers and update
system appropriately.
- 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.
- Perform fraud recovery by contacting the Acquirers and merchants immediately with an
aim to improve the fraud loss avoidance.
- Ensure proper handover to the next shift communicating the new fraud trend experienced
during the shifts.
- Proper update and tracking of the travel plan provided by the clients
- Initiate outbound fraud alert notification through email to the internal team, clients, and
business.
- Respond to all inquiries from the clients on timely manners and professionally.
- Manage data compilation, retention, summarization, and publication for Issuing.
- 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 with the clients.
- Adhere to the internal and external Audit / Compliance requirements in the
Unit/organization.
- Determine 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 clients.
- Respond to card verification queries received from acquirer banks in order to confirm
transactions performed by cardholders.
- 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 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: Educated to Degree level from a recognized university.
Experience
- Inbound call center experience and/or experience with Credit Card Fraud, Online wire
fraud and Deposit fraud.
- Excellent spoken and written French language skills and English language skills.
- Banking product knowledge, service standards, productivity and job analysis method.
- Experience with handling business customers.
- 1 to 3 years Customer contact experience in a call center. Branch/ remittance department
handling the bank's account remittances
- Knowledge of banking operations.
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
- Expert in MS Office skills; MS Access, Power Point, Word and Advanced Excel
- 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.
