About the Role
As a Fraud Monitoring Analyst, you will be responsible for monitoring and reporting on the risk aspects of transactions from both the Issuer and E-Channels perspective. This role involves reviewing transaction activity, detecting fraud, and liaising with relevant departments, cardholders, and merchants. Key tasks include daily checks of suspicious transactions and alerts based on pre-set parameters. You will report to the Team Leader and Manager of Fraud Monitoring on all cases and assist in setting up cardholders' disputes and E-Channels customer inquiries.
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Key Accountabilities
You will monitor fraud activities 24/7 across the following channels:
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E-Channel Transactions Monitoring:
- The company Retail Internet Banking Transactions
- The company Retail Mobile Banking Transactions
- The company WBG/BBD Internet Banking Transactions
- The company WBG/BBD Mobile Banking Transactions
- The company IVR Transactions
- The company WhatsApp Transactions
- The company Wallet Transactions
-
Debit & Cover Card Monitoring:
- Compromised Card Transactions
- Social Engineering Transactions
- Base II Transactions
- Hold Transaction Monitoring
- VVIP Customer Card Authorization Monitoring
As part of your responsibilities, you will:
- Monitor real-time queues 24/7 to identify high-risk transactions using fraud monitoring tools.
- Attend incoming and outgoing customer calls for investigation and transaction confirmation.
- Log confirmed fraud cases in GRC as incidents with all relevant details.
- Create card replacement requests for affected customers.
- Analyze common fraud cases to identify common points of purchase (CPP).
- Liaise with various branches, departments, members, schemes, and international financial institutions for transaction confirmations.
- Review and take action on card scheme alerts by blocking or replacing cards as necessary.
- Use multiple systems to provide accurate information to customers and conduct initial fraud investigations.
- Follow up with customers concerning missing documents or temporary card/channel blocks.
- Perform daily GL account checks and prepare write-off memos for fraud cases with associated losses for approval.
- Update unit tracking activities and coordinate card deliveries as per customer requirements.
- Review manual transaction reports to identify any missed fraud instances.
- Interact with banks and merchants to validate information and confirm or cancel authorizations.
- Block E-channels, mobile banking, and card services to mitigate risk.
- Respond to emails and queries raised by other teams.
Specialist Skills / Technical Knowledge Required for this Role
- Ideally a graduate.
- Proficient in English communication skills, both spoken and written.
- Strong knowledge of card operations, digital channels, and merchant acquiring processes.
- Understanding of e-commerce, payment technology, and financial crime trends.
- Strong analytical and investigation skills.
- Ability to correspond independently.
Previous Experience Required
- Minimum of 2+ years in operational activities within a large organization.
- At least 2+ years of experience in fraud prevention and investigation within risk management.
- A minimum of 1+ years' experience using any Enterprise Fraud Management Systems.
