Senior Fraud Analyst - ORA, Issuing Fraud Management

A senior fraud analyst specializes in transaction monitoring analyzing suspicious activities that could potentially include fraud. The job responsibilities of a senior fraud analyst include 24/7 retail banking transaction monitoring, action the detected fraud cases, provide feedback on Fraud Rules effectiveness and recommend enhancement to the fraud rules. Immediate notification and fraud reporting to client banks. Senior fraud analysts are responsible for tracking fraudulent

activities, which may involve monitoring financial/non-financial transactions and analyzing the data retrieved for irregular patterns.

• Monitor cards and account banking transactions on a 24x7 basis as per company procedures, agreed service standards and in accordance with the agreed controls and procedures.
• Contact the card/account holder for suspicious activities on their banking 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 with cardholders 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.
• 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 issuing banks.
• Initiate outbound fraud alert notification through email to the internal team, Banks, and business.
• Respond to all inquiries from internal team and 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 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.

• 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

Education: Educated to Degree level from a recognized university.

Experience:

• Banking product knowledge, service standards, productivity, and job analysis method.
• Knowledge of account banking operations.
• Excellent spoken and written English & French language skills.
• Inbound call center experience and/or experience with banking/cards Fraud, Online wire fraud and fraud investigation.
• 6 to 12 months Branch/ remittance department handling the bank’s account remittances.
• Experience with handling business customers.

Knowledge/Skills:

• French speaking is a must.
• 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.
• 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.