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.