Fraud Operations Analyst

Summary

Join ZigZag as a Fraud Operations Analyst and contribute to a leading integrated financial services company! You will play a crucial role in ensuring merchant compliance, minimizing fraud exposure, and resolving fraud-related queries. Responsibilities include investigating suspicious transactions, documenting incidents, and implementing risk mitigation strategies. The ideal candidate possesses a Bachelor's degree, 1-3 years of fraud management experience, strong analytical skills, and excellent communication abilities. This role offers a flexible work environment, including work-from-home options, and comprehensive benefits.

Requirements

• Monitor transactions and account activity to identify and investigate irregular patterns that may indicate fraudulent activity
• Utilize fraud detection software and analytical tools to screen and analyze data for signs of fraud
• Conduct thorough investigations of suspected fraud cases, compiling evidence and documenting findings
• Communicate with customers to verify transactions and educate them on fraud prevention measures
• Be highly methodical and process-orientated for critical tasks, while still showing innovation when necessary
• Be able to create work instructions and ensure adherence to processes via quality checks
• Proactively identify, analyze and improve upon existing manual business processes, and identify opportunities for automation
• Be good with people, technical language, and have robust written and verbal communication skills
• Be able to define problem statements before jumping into solution mode
• Be a fast-learner and easily adapt to new ways of working
• Bachelor’s Degree in any related field
• Ability to interpret data and patterns discovered in it, problem solving skills
• Resourceful, proactive, flexible, and comfortable working in a fast-paced environment
• Good communication and interpersonal skills

Responsibilities

• Ensure all merchants meet KYC requirements and prevent payouts to fraudulent sellers
• Minimize our client's exposure to fraud incidents and possible financial losses as a result of fraud
• Ensure that our client adheres to agreed service level for BPAY and NPP disputes
• Respond to fraud queries from internal and external stakeholders and make informed decisions on suspect transactions that have been escalated for further review
• Record fraud incidents or occurrences and take effective steps to remediate and minimize financial impact
• Resolve customer queries, escalations, and/or investigations from internal and external channels in relation to fraud
• Ensure quality assurance standards are consistently met
• Identify and escalate potential risks, trends, or emerging issues related to financial crimes or regulatory compliance
• Apply critical thinking to discover, report, and implement potential process improvements
• Document and update trackers with the information needed in the account profile and recommend good process and update necessary
• Ensure individual and team KPIs and SLAs are met
• Proactively engage in process improvement with high diligence and ownership

Preferred Qualifications

• 1-3 years' experience in fraud management is an advantage
• Good to have knowledge of data analytics – strong in using Excel, SQL, and/or other analytical tools, but not hard requirement

Benefits

• HMO for the employee +1 dependent
• Equipment provided by the Client
• Flexible Work Environment
• WFH - onsite once every quarter, or as directed from time to time
• Collaborative & Inclusive Company Culture
• Work with a diverse, supportive, and high-performing team that values your contributions
• A company culture built on trust, integrity, and respect, where your voice is heard and valued