Payment Escalations Process

5 days ago

Chennai Tamil Nadu, India GRM Academy & Consultant Pvt Ltd Full time

Job Title: Payment Escalations Manager

Department: Risk/Fraud Operations

**Job Description**:
We are seeking a seasoned Subject Matter Expert (SME) - Fraud Analyst with in-depth expertise in e

experience analyzing high-risk transactions, identifying fraud patterns (account takeover,

triangulation fraud, friendly fraud, identity theft), and leveraging advanced fraud detection platforms

such as Signifyd, Forter, or equivalent tools. As an SME, you will be responsible for both operational

execution and strategic guidance to improve fraud controls, increase accuracy, and support fraud

analysts in meeting daily review targets.

Key Responsibilities:

- commerce merchant operations.
- Guide and support analysts in detecting and preventing fraud types such as account

takeovers, triangulation schemes, identity theft, and friendly fraud.
- Perform advanced review of high-risk transactions using tools like Signifyd, Forter, etc., and

help calibrate risk scoring rules.
- Validate orders in real time, ensuring a balance between fraud prevention and customer

experience.
- Train and mentor junior analysts to improve fraud detection accuracy and consistency.
- Drive improvements in decision-making accuracy, false-positive reduction, and daily

productivity targets.
- Analyze fraud trends and escalate new fraud patterns to cross-functional teams.
- Contribute to the development and optimization of fraud rules, workflows, SOPs, and

performance metrics.
- Partner with customer service, payments, and technology teams to resolve fraud-related

issues quickly and effectively.
- Prepare and present weekly/monthly reports on fraud metrics, team performance, and

operational gaps.

**Requirements**:

- 4+ years of experience in e-commerce fraud detection, with at least 1-2 years in a SME or

lead role.
- Deep knowledge of card-not-present (CNP) fraud scenarios and fraud operations on the

merchant side.
- Hands-on experience with Signifyd, Forter, or equivalent fraud prevention systems.
- Strong understanding of transaction data, behavioral analysis, and fraud signals.
- Proven ability to train, lead, and support fraud analysts in a fast-paced, metrics-driven

environment.
- Consistent track record of meeting daily targets while maintaining high accuracy in fraud

detection.
- Excellent analytical, communication, and documentation skills.
- Knowledge of fraud reporting, post-transaction loss analysis, and chargeback correlation is a

plus.

Pay: ₹500,000.00 - ₹1,200,000.00 per year

**Benefits**:

- Provident Fund

Schedule:

- Night shift

Work Location: In person

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