A fraud analyst specializes in financial transaction monitoring analyzing suspicious activities that could potentially include fraud. The job responsibilities of a fraud analyst include 24/7 fraud transaction monitoring, action the detected fraud cases, report the fraud cases to scheme, Immediate notification and fraud reporting to client banks. Fraud analysts are responsible for tracking fraudulent activities, which may involve monitoring financial transactions and analyzing
the data retrieved for irregular patterns.
Responsibilities- Monitor transactional-based card spends and account payment on a 24x7 basis as per company procedures, agreed service standards and in accordance with agreed controls and procedures.
- Contact cardholders/account holder 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 tool.
- Identify fraudulent trends and execute the appropriate action as per the unit process.
- Initiate outbound calls to confirm transactions with customer and update system appropriately.
- 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.
- 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 travel plan provided by the issuing banks.
- Initiate outbound fraud alert notification through email to the internal team, Banks, , business.
- Respond to all inquiries from internal team and 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.
- Follow the rules and procedure / process as per the SLA with the issuing banks.
- 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.
- 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 levelfrom a recognized university.
Experience:
- Inbound callcenter experience and/orexperience with CardFraud, Online wirefraud and fraud investigation.
- Banking product knowledge, service standards, productivity, and job analysis method.
- Excellent spokenand written Englishand French language skills.
- 6 to 12 monthsCustomer contact experience in a callcenter
- Experience withhandling business customers.
Knowledge/Skills:
- French speaking is a must.
- Ability to apply soundjudgment, effectively solveproblems, and determine fraudulent activity consistently.
- Ability to multi-task as business needsdictate with phoneand typing required
- Excellent writtenand oral communication skills
- Ability to work in a fast-paced call center environment meeting production goals.
- Working hoursflexibility - must be available to work in rotating shiftsas part of 24/7 fraud monitoring team.
- Proficient withcomputers
- Ability to de-escalate difficult client situations.
Skills Required
- Educated to Degree level from a recognized university
- Inbound call center experience
- Experience with Card Fraud and fraud investigation
- Excellent spoken and written English and French language skills
- Customer contact experience in a call center
What We Do
Over the past 30 years, we have built a business based on long-standing and trusted relationships with many of the leading merchants, financial institutions and payment networks operating in the Middle East and Africa. Such relationships are based on our comprehensive capabilities, scale, local presence in the multiple markets in which we operate, alongside our trusted reputation. This gives us significant scale and leadership in the region, where we operate in more than 50 countries, serve over 130,000 merchants and 250 financial institutions and fintech customers, whilst managing more than 16 million customer credentials. We have a diversified business model and operate across the entire consumer payments value chain. We do this with a growth-focused strategy through two business lines: • That enables our merchant customers to ‘take payments’, by providing them with various payment acceptance methods, both online and offline. • Which supports our financial institution, fintech and other payment issuing institution customers in enabling consumers ‘make payments’, by managing and processing their consumer payment credentials and transactions.
