Associate, Fraud Investigations and Monitoring

Business Function
Group Legal, Compliance & Secretariat ensures that the bank's interests are protected by zealously guarding and enhancing its reputation and capital. We also work to maintain a good standing with all our regulators, customers, and business partners. Because we believe that at the heart of business banking is to uphold the values of trust and integrity for all our stakeholders.

**Responsibilities**:

- With growing number of transactions in cards and digital platform hiring resources who will be responsible for the prevention and detection of potential fraud across all payment channels by reviewing customers transactions / accounts and they will monitor system alerts daily and take necessary action to protect customers and the bank.
- Responsible for developing and implementing action plans for detecting fraudulent activities.
- Building model for fraud monitoring and provide training to subordinates to efficiently manage fraud monitoring process.
- Timely review of Fraud and Authorisation rules/parameters in respective systems based on Analysis of new fraud trends.
- Ensure compliance with all laid down policies and procedures for smooth operations of unit.
- Initiatives to enhance approval rates
- Building model for fraud monitoring and provide training to subordinates to efficiently manage fraud monitoring process
- To ensure investigation is completed & closure report is issued within TAT from the date when case is referred
- Implementation of fraud rules in systems based on Analysis of new fraud trends.
- Monitor real time queues and identify high risk transactions within acceptable turnaround time
- Recommend anti-fraud processes for changing transaction patterns and trends.
- Process and approve authorisation requests
- Handle enquiries and complaints from Merchants and Cardholders; undertake investigative and follow-up action to ensure that complaints are properly resolved.
- Liaising up with merchants to recall the funds within 30 minutes or best effort basis post fraud reported by customer through all channels.
- Educate Merchants on the correct card acceptance and authorisation procedures.
- Attend to and process Lost/Stolen Card reports from Cardholders
- Carry out fraud monitoring and take pro-active follow-up actions to mitigate fraud losses
- Consistently adopt group Investigation Standards & procedures
- Contact cardholders to verify transaction
- Ensure submission of pertinent information / reports on confirmed fraud transactions.
- Monitor personal and team performance and identify ways to improve team performance and service standards.
- Willing to work in shifts (24/7) based on team requirements
- Actively review and streamline operation processes
- Pro-actively display teamwork and co-operation with each other in a harmonious manner to achieve excellent service quality and standards
- Check & maintain necessary MIS data, reports, files, records or movements.
- Provide necessary administrative support in the processing of authorisation
- related tasks.
- Provide timely updates to BU/SU/Team Lead

**Requirements**:

- Associate - 4-6 years, Sr. Associate - 6-8 years, in similar profile
- Proficient in English with good interpersonal and communication skills
- Commerce Graduate
- Fraud Detection Skills, Risk Management, Communication Skills, Problem Solving Skills etc.
- Investigation, Data Analytics etc.
- Support and maintain good working relationship with below units in timely investigations to process customer’s fraudulent transactions claims.
- Internal workstreams like CBG Business Unit/ Product/ CCTR/ Operations etc.
- External workstreams like Intellect/ Verinite/ M2P vendor etc.

We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.