Officer - Fraud Prevention - a Leading Bank

**Job Purpose**
- Pre-issuance checks for payment business portfolios (Cards and merchant acquiring)
- Pre-issuance checks for STP & Digital Logins for both Payment Business & Retail Assets.
- Analysis on the portfolio for proactive fraud identification.
- Service delivery of customer complaints related to payments business
- Escalation management/Internal ombudsman process for the line of products managed.
- Merchant Service delivery and fraud management.
- Review of cases received from front end channels from the investigation perspective.
- Maintain optimum referrals for investigation to ensure quality closure.
- Regular updates to seniors and source of referral on investigation progress
- 2. Principle Accountabilities.
- **EXPECTED END RESULTS MAJOR ACTIVITIES**:

- Prevention of potential frauds - Portfolio
- Management - Reviewing the portfolio and referral of cases which warrants for investigation for early detection of frauds.
- Early mortality cases
- RTO potential frauds o Cases referred by collections
- Cross CPV checks
- Account Takeover
- Suspected Setup companies
- Decline monitoring - ME
- Volume upsurge monitoring - ME
- Compliance monitoring (QMAP, GMAP etc.,)
- Working capital
- Pre-Issuance Controls
- Developing score models and monitoring the performance closely.
- Managing Hunter submissions, Rule analysis, and Monitoring performance.
- Tracking investigations for logical closure and necessary feed back into systems.
- Ensure review and approval of cases staged for Ecommerce enrolments.
- Website verifications conducted to ensure fulfilment of the mandatory framework prior to on boarding.
- STP Monitoring - Digital cards & loans batch monitoring
- Interaction with stakeholders to have end to end investigation & avert exposure
- PA/PQ Savings
- Tracking & publishing of reports / newsletters / MIS
- Service Delivery - 100% referral of eligible cases for investigation.
- Act as one point contact with all customer touch points and regional investigation team.
- Early detection and resolution of customer fraud disputes.
- Customer compensation and appropriate communication.
- Tracking and reporting through MIS.
- Quality & Root Cause Analysis
- Root cause analysis on the fraud disputes and plan of reduction of disputes.
- Delay in investigations to be highlighted for optimization of the TAT.
- Nil error in posting financial entries or reversals.
- Audit and Compliance
- Ensure proper review mechanism in place on all processes to prevent any miss outs.
- Ensure processes scoped in ISO are handled with adequacy.
- Maintain necessary controls specified as per SOX and other internal audits.
- Maintain necessary support documents for the above.
- BRAM monitoring.
- Scheme compliance thresholds monitoring.
- Complaint Management
- Reviewing the referrals from the below avenues and ensure logical closure from RIC perspective
- Principal Nodal Office
- MD Senior Management
- Banking Ombudsman
- Social Media Regulator Law Enforcement / Government
- Ensure that all customer complaints are resolved appropriately within the agreed TAT.
- Internal Ombudsman Referral Process
- In line with RBI requirement on ‘Limiting customer liability’ the denial stance with IO concurrence process has to be referred.
- Retrieval of logs / Footage on Day 0/1 depends on case severity and reports availability without any miss outs.
- Ensuring adherence to the TAT agreed (90% of case closures in 7 days and 100% in 8 days).
- Maintain optimum levels on investigation referrals concluded in liability to Panel and IO.
- Reduction of false positives from channels / Region.
- Should keep seniors posted on the complaints basis the severity of the case immediately.
- Immediate response to queries raised by Panel/IO with development.
- Merchant Service Delivery & Fraud
- Monitoring
- Review of transaction pattern and highlight to regional team for necessary investigations.
- Fraud actioning of the merchant basis the devised thresholds.
- Merchant co-ordination on fraudulent cases and necessary controls.
- Co-ordination with other units / support functions for necessary system maintenances.
- Tracking and reporting through MIS.
- To maintain the FTS at the agreed ratios by way of effective monitoring controls
- To periodically review the processes and have adequate internal controls on the critical processes at the monitoring end.
- Merchant threshold monitoring in terms of floor/card level limits to ensure nil business losses owing to mismatch in profiling at the same time ensuring no frauds are perpetrated by collusive merchants.
- Major Stakeholders(intra team and cross functional stakeholders, who would need to be interacted with for discharging duties)
- Customers/Merchants
- QIG/Escalation complaints channel (ECC)
- Branch Banking Team
- Operations (DBO/DBQ) Regional Investigations Team
- Products & Policy Team
- Audit & Legal Team
- Compliance Team
- BSG Team
- BTG Team
- BIU
- External : Franchisee, Merchants, Aggregators