Risk and Fraud Investigation || Outbound Int. Voice Process 09/07/2025

3 weeks ago

Gurgaon, Haryana, India Ghrs Training Full time
Job Description

Responsibilities:

- Outbound Communication & Investigation:
- Initiate and conduct outbound calls to a diverse international customer base, banks, and other third parties to verify suspicious transactions, confirm identities, and gather necessary information related to potential fraud.
- Articulate complex fraud scenarios, security concerns, and company policies clearly and professionally to customers from various cultural backgrounds.
- Employ effective questioning and interview techniques to extract critical information, corroborate facts, and assess the legitimacy of transactions or accounts.
- Handle sensitive and confidential customer and financial data with utmost discretion and adherence to data privacy regulations (e.g., GDPR, local laws).
- Fraud Detection & Analysis:
- Analyze transactional data, account activities, and customer profiles to identify patterns, anomalies, and red flags indicative of fraudulent behavior (e.g., identity theft, account takeover, payment fraud, phishing).
- Utilize internal fraud detection tools, CRM systems, and other resources to research, investigate, and build comprehensive fraud cases.
- Stay updated on emerging fraud trends, schemes, and typologies relevant to international markets.
- Risk Mitigation & Resolution:
- Based on investigation findings, recommend and implement appropriate actions to mitigate financial loss and prevent further fraudulent activity (e.g., blocking accounts, reversing transactions, flagging for further review).
- Collaborate closely with internal teams such as Payments, Compliance, Legal, and Customer Support to resolve complex fraud cases and ensure seamless customer experience while maintaining security integrity.
- Ensure timely resolution of all assigned investigation cases, adhering to Service Level Agreements (SLAs).
- Documentation & Reporting:
- Accurately and thoroughly document all investigation steps, customer interactions, findings, and resolutions in the case management system.
- Prepare detailed reports on individual fraud cases and contribute to summary reports on fraud trends and prevention effectiveness.
- Maintain meticulous records to ensure auditability and compliance with regulatory requirements.
- Compliance & Process Improvement:
- Adhere strictly to all company policies, regulatory guidelines (e.g., KYC, AML), and security protocols.
- Contribute to the continuous improvement of fraud detection processes, tools, and strategies by providing feedback and insights from investigations.
- Participate in training sessions and knowledge-sharing initiatives to enhance personal and team expertise in fraud investigation and risk management.

Qualifications:

- Education: Bachelor's degree in Finance, Business Administration, Criminal Justice, Criminology, Law, or a related field.
- Experience:
- 1-3 years of experience in a fraud investigation, risk management, financial crime, or a similar role, preferably within a call center, BPO, or financial services environment.
- Prior experience in an international outbound voice process is highly preferred.
- Experience with payment fraud, identity theft, or account takeover fraud is a significant advantage.
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