Role : Fraud Monitoring Analyst (UAE National)
Location : Abu Dhabi
Role Purpose:
- Monitoring and reporting of transactions risk aspects from Issuer/acquirer/E-Channels point of view. Job involves transaction activity review, fraud detection and liaison with concerned departments/cardholders/Merchants & Other Banks for the same.
- Daily checking of suspicious / fraud transaction / Alerts based on pre-set parameters or data file. Reporting to Head of Card Fraud on all cases, set-up of cardholders’ dispute, E-Channels customers and merchant unauthorized transactions for resolution purpose.
Key Accountabilities of the role
Fraud Monitoring 24/7 for all ADIB transactions including Issuer, Acquirer, Retail & Corporate (BBD & WBG) Internet Banking & Mobile Bank, Chatbot & IVR:
1 Investigate and Check the FG / SAS alerts for all ADIB transactions
2 Contacting customers for investigation/transaction confirmation
3 Log Confirmed Fraud Cases in GRC as incident with Fraud Details
Prepare and Send a dispute form to the customer to process the refund
5 Follow up with the customer to make sure that dispute form signed and send back
6 Create card replacement request to customer
7 Collect common Fraud cases and do analysis to identify the CPP (Common Point of Purchase)
8 Liaison with branches / divisions / Departments / member & International banks for transaction confirmation and suspected fraud activities.
9 Clear all the Cases which alerted in FG / SAS on spot
10 Review Visa & Master Card alert then block and Replace the cards
11 Using Multiple systems to provide the Correct information to the customer
12 Review Documents received from Chargeback if customer is involved
13 Prepare Write off memo for Fraud cases with Losses for refunding the amount
14 Coordinating with other Card Center Units for card deliveries as per customer’s requirement, arranging bullet service for any urgent delivery of card.
15 Handling complains received from various departments for any fraud activity. Taking the appropriate action if any fraud activity is seen.
16 Maintaining MIS for Fraud Write off Cases before sending them for chargeback team for further action.
17 Review Unauthorized report for Debit & Covered
18 Review all transactions blocked by VRM and act if needed
19 Review Full Day Manual Log and act if needed
20 Extracting and Reviewing Hold Transactions and block card if needed
21 update customer and card / Channels details in relevant sheets
2 Currency Differences Email
23 Attending all inbound Calls from customers
24 Monitor real time queues and identify high risk transactions within the business portfolio.
25 Resolve queued transactions within the service level agreements to reduce potential revenue losses.
26 Interact with banks and Merchants to validate information and to confirm or cancel authorizations.
27 Send Transaction Verification to issuer Bank
28 Maintaining database of Acquiring fraud cases for MIS.
29 Extract and Review Daily Manual log report to check the suspicious transactions
30 Review and monitor E-channels Alerts reports / SAS Alerts.
31 Review provision VRM blocked or suspected transactions.
32 Contact customers to investigate Fraudulent activities or confirmation
33 Raise fraud incidents into GRC
34 Attending all inbound Calls from customers
35 Using Multiple systems to provide the Correct information to the customer
36 Communicate and share with stakeholder’s new fraud Trends
37 Block all E-channels mobile banking, Cards, Internet banking etc.
38 liaise with call Centre to assist customer filling disputes & replacement
39 Respond to emails & queries raise by other team
40 Send stop payments request to bear banks
41 Mule A/c Blocking and Control implementation recommendation
42 Update relevant sheets with alerts or cases details
Specialist Skills / Technical Knowledge Required for this role:
- Graduate with at least 3+ years’ experience in banking and at least 2 years in risk management field.
- Good communication skills: Bilingual is preferred
- Good Analytical skills
- Knowledge of UAE banking practices, regulations & risks
- Good knowledge of customer service standards.
- Sound knowledge of MS Office (Access, Word, Excel, and PowerPoint).
- Ability to master any banking application. (specially Fraud Guard, Prime, Visa Risk Manager,
- Crystal Reports, CSF, Phoenix, SAS)
- Leadership skills
- Ability to work under Pressure.
- Highly creative.
- Ability to work in a fast-speed environment.
- Ability to learn, share the knowledge to enhance the customer experience
