Risk and Fraud Investigation || Outbound Int. Voice Process

Responsibilities:

• Outbound Communication & Investigation:

• Initiate and conduct outbound calls to a diverse international customer base, banks, and other third parties to verify suspicious transactions, confirm identities, and gather necessary information related to potential fraud.
• Articulate complex fraud scenarios, security concerns, and company policies clearly and professionally to customers from various cultural backgrounds.
• Employ effective questioning and interview techniques to extract critical information, corroborate facts, and assess the legitimacy of transactions or accounts.
• Handle sensitive and confidential customer and financial data with utmost discretion and adherence to data privacy regulations (e.g., GDPR, local laws).

• Fraud Detection & Analysis:

• Analyze transactional data, account activities, and customer profiles to identify patterns, anomalies, and red flags indicative of fraudulent behavior (e.g., identity theft, account takeover, payment fraud, phishing).
• Utilize internal fraud detection tools, CRM systems, and other resources to research, investigate, and build comprehensive fraud cases.
• Stay updated on emerging fraud trends, schemes, and typologies relevant to international markets.

• Risk Mitigation & Resolution:

• Based on investigation findings, recommend and implement appropriate actions to mitigate financial loss and prevent further fraudulent activity (e.g., blocking accounts, reversing transactions, flagging for further review).
• Collaborate closely with internal teams such as Payments, Compliance, Legal, and Customer Support to resolve complex fraud cases and ensure seamless customer experience while maintaining security integrity.
• Ensure timely resolution of all assigned investigation cases, adhering to Service Level Agreements (SLAs).

• Documentation & Reporting:

• Accurately and thoroughly document all investigation steps, customer interactions, findings, and resolutions in the case management system.
• Prepare detailed reports on individual fraud cases and contribute to summary reports on fraud trends and prevention effectiveness.
• Maintain meticulous records to ensure auditability and compliance with regulatory requirements.

• Compliance & Process Improvement:

• Adhere strictly to all company policies, regulatory guidelines (e.g., KYC, AML), and security protocols.
• Contribute to the continuous improvement of fraud detection processes, tools, and strategies by providing feedback and insights from investigations.
• Participate in training sessions and knowledge-sharing initiatives to enhance personal and team expertise in fraud investigation and risk management.

Qualifications:

• Education:

  Bachelor's degree in Finance, Business Administration, Criminal Justice, Criminology, Law, or a related field.

• Experience:

• 1-3 years of experience in a fraud investigation, risk management, financial crime, or a similar role, preferably within a call center, BPO, or financial services environment.
• Prior experience in an international outbound voice process is highly preferred.
• Experience with payment fraud, identity theft, or account takeover fraud is a significant advantage.
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