About the Job:
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, analyzing the point of compromise, provide feedback on Fraud Rules effectiveness and recommend enhancement to the fraud rules. Immediate notification to internal teams and merchants/clients.
Fraud analysts are responsible for tracking fraudulent activities, holding merchant/client settlement funds which further involve monitoring financial transactions and analyzing the data retrieved for irregular patterns.
- Monitor merchant/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.
- 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 reported on time to guarantee the repaid fix.
- Ensure that track records (documents) for all cases are properly produced and documented for history keeping.
- Initiate outbound calls to confirm transactions with merchant/issuing banks and update system appropriately.
- Initiate outbound fraud alert notification through email to the internal team, banks, merchants, and business teams.
- Respond to all inquiries (Banks, Merchants, Internal teams) professionally.
- Holding funds when it is a very suspicious activity to avoid losses to company
- Deliver efficient and quality services to both internal and external customers that meet or exceed agreed service standards.
- Coordinate with issuing banks to confirm suspect transactions that are performed by our merchants and escalate accordingly.
- Follow the rules and procedure / process as per the SLA for Third Party Customers and Merchants and maintain SLA.
- 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.
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.
Education: Educated to Degree level from a recognized university.
Experience:
- Product knowledge, service standards, productivity and job analysis method.
- Excellent English language skills.
- experience with Credit Card Fraud, Merchant fraud
- 1 year working experience with Credit Card Fraud, Merchant fraud or in acquiring merchant business
- Experience with handling business customers.
- Knowledge of banking operations & acquiring business.
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.
- Schedule flexibility - must be available to work weekends and holidays as business needs arise
- Proficient with computers
- Ability to de-escalate difficult client situations.
Skills Required
- Bachelor's degree from a recognized university
- 1 year working experience with Credit Card Fraud or Merchant fraud
- Knowledge of banking operations
- Excellent written and oral communication skills
- Ability to multi-task in a fast-paced environment
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.
.png){kind=logo}
