Senior Fraud Case Manager
3 days ago
About the Role
We are seeking a skilled professional to manage, analyze, and resolve fraud cases related to card transactions.
Key Responsibilities:
- Investigate and analyze fraud cases to ensure timely resolution according to defined service level agreements.
- Review transaction details, customer claims, and supporting documentation to validate disputes and identify fraudulent activities.
- Collaborate with cross-functional teams to ensure seamless case resolution.
- Identify patterns and trends in fraud cases to recommend process improvements and mitigation strategies.
- Provide detailed and accurate documentation of case outcomes and escalate complex or high-risk issues to the team lead or manager.
- Ensure adherence to operational guidelines, compliance standards, and regulatory requirements in all case handling.
- Mentor junior associates by sharing best practices and providing guidance on complex cases.
- Contribute to continuous process improvement initiatives to enhance fraud detection and resolution efficiency.
- Communicate effectively with internal and external stakeholders, maintaining professionalism and confidentiality at all times.
Qualifications & Skills:
- Bachelor's degree in any field.
- Minimum 1-4 years of experience in fraud management, dispute resolution, or related roles within the payments or banking industry.
- Strong knowledge of payment processing systems, card schemes (preferably Mastercard), and fraud detection methodologies.
- Analytical mindset with the ability to interpret complex transaction data and detect irregularities.
- Excellent problem-solving skills and attention to detail.
- Strong communication and interpersonal skills, with the ability to work collaboratively in a team environment.
- Ability to handle confidential information with integrity and discretion.
- Flexibility to work in shifts (if applicable).
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