Role : Fraud Monitoring Analyst (Outsource)
Location : Abu Dhabi
Role Purpose:
Monitoring and reporting of transactions risk aspects from Issuer/E-Channels point of view. Job involves transaction activity review, fraud detection and liaison with concerned departments/cardholders/Merchants for the same.
Daily checking of suspicious / fraud transaction / Alerts based on pre-set parameters or data file. Reporting to Team Leader and Manager Fraud Monitoring on all cases, set-up of cardholders’ dispute and E-Channels customers.
Key Accountabilities of the role
Fraud Monitoring 24/7 for the below mentioned channels:
- E-Channel Transactions Monitoring:
- ADIB Retail Internet Banking Transactions Monitoring.
- ADIB Retail Mobile Banking Transactions Monitoring.
- ADIB WBG/BBD Internet Banking Transactions Monitoring.
- ADIB WBG/BBD Mobile Banking Transactions Monitoring.
- ADIB IVR Transactions Monitoring.
- ADIB WhatsApp Transactions Monitoring.
- ADIB Wallet Transactions Monitoring.
- Debit & Cover Card Monitoring:
- Compromised Card Transactions Monitoring.
- Social Engineering Transactions Monitoring.
- Base II Transactions Monitoring.
- Hold Transaction Monitoring.
- VVIP Customer Card Authorization Monitoring
- Monitor real time queues 24/7 and identify high risk transactions within the business portfolio using the Fraud Monitoring Tools.
- Attending Incoming/Outgoing customers calls for investigation/Transaction Confirmation.
- Log Confirmed Fraud Cases in GRC as incident with Fraud Details.
- Create card replacement request to customer to customer on system.
- Collect common Fraud cases and do analysis to identify the CPP (Common Point of Purchase)
- Liaison with branches / divisions / Departments / member / Scheme & International financial institution for transaction confirmation and suspected fraud activities.
- Clear all the Cases which alerted in Fraud monitoring Tool.
- Review card scheme alerts & take action by Block/Replace cards.
- Using Multiple systems to provide the Correct information to the customer & proper initial fraud investigation.
- Follow up with customer for (missing documents / temporary block cards/Channel) by calling, sending SMS & email.
- Daily GL Account checking.
- Prepare Write off memo for Fraud cases with Losses for refunding the amount to be approved by TL and Head of fraud.
- Update Unit tracking activities.
- Coordinating with other Card Center Units for card deliveries as per customer’s requirement, arranging bullet service for any urgent delivery of card.
- Review manual transactions report for channels transactions to identify any missed fraud.
- Review all transactions blocked by VRM/FRM & take action if needed.
- Using manual report to monitoring transactions which is not coming in Fraud monitoring tools.
Extracting and Reviewing Hold Transactions and block Card/Channel/Account if needed.
- update cases details in relevant sheets for tracking purpose.
- Resolve queued transactions within the service level agreements to reduce potential revenue losses.
- Interact with banks and Merchants to validate information and to confirm or cancel authorizations.
- Updating the tracking sheet for database of channels monitored to create MIS.
- Review VRM/FRM transactions & blocked or suspected transactions.
- Contact customers to investigate Fraudulent activities or confirmation
- Communicate and share with stakeholders’ new fraud Trends
- Block all E-channels, mobile banking, Cards, Internet banking etc. to mitigate the risk.
- liaise with call Centre to assist customer filling disputes & replacement
- Respond to emails & queries raise by other teams
- Send stop payments request to bear banks
- Mule A/c Blocking and Control implementation recommendation.
Specialist Skills / Technical Knowledge Required for this role:
- Preferably Graduate.
- Good English communication skills. (Spoken & written).
- Good knowledge of Card, Digital Channels and merchant acquiring.
- Good knowledge of type of e-commerce, payments technology & financial crime.
- Strong Analytical & Investigation Skills.
- Self-correspondence ability
Previous experience required (if any)
- At least 2+ years’ experience of operational activities in a large organization.
- At least 2+ years’ experience of fraud prevention and investigation in a Risk Management.
- At least 1+ years’ experience of any Enterprise Fraud Management Systems.