FRAUD OPERATIONS OFFICER
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Position Title: Fraud Operations Officer
Job Summary:
To support the Unit’s daily operations in handling fraud related queries, requests, or complaint, and in providing timely disposition of alerted transactions ensuring efficient, effective and accurate information capture and assessment. This includes the rapid pre-emptive blocking of accounts or holding of funds to minimize further fraud loss while consistently adhering to regulatory standards and upholding customer trust across various channels.
Role Exposure:
Customer Engagement
- Effective resolution of fraud-related concerns across channels, with clear and accurate customer communication, resulting in zero customer complaints due to procedural errors, misinformation, or inefficient handling.
Documentation and Reporting:
- Ensure accurate logging and analysis of fraud cases, including identification of modus and relevant details, with escalation of emerging fraud trends to appropriate units – achieving an error rate of 3% or lower to maintain data integrity and support proactive fraud prevention.
Workforce Management:
- Ensure adherence to shift schedules and optimize queue management across 24/7 operations to consistently achieve at least 80% Grade of Service (GOS) and 85% Answer Rate (AR), supporting efficient customer handling and service availability.
Quality Assurance and Compliance:
- Ensure quality call handling and strict adherence to fraud procedures to achieve a Quality Assurance (QA) score of at least 80%, supporting consistent service delivery and regulatory compliance.
Fraud Alert Management:
- Performs efficient and effective fraud detection through accurate and timely review of alerts. Implements appropriate preventive controls while balancing customer experience.
Fraud Detection and Loss Mitigation:
- Acts upon suspicious transactions and behavior by contacting the customer for verification or through the pro-active blocking or disabling of account or card to minimize further loss.
- Coordinates with branches or other business units as part of fraud detection procedure, post-action instruction with regards to suspected or confirmed compromised customer accounts.
Additional Responsibilities:
- Perform other related duties as assigned to support the overall success of the Division and Bank.
Qualifications:
- Graduate of any Business Course
- At least one year of banking related experience or fraud handling experience in the contact center setting
- Strong analytical and problem-solving skills
- Strong verbal and written communication skills for handling sensitive fraud related inquiries.
- Proficiency in Microsoft Office applications such as Word, Excel, and PowerPoint
Other Details:
Rank: Junior Officer
Unit: Fraud Operations/Enterprise Fraud Management/ Anti-money Laundering and Fraud Management
Location: Metropark, Pasay