Employee’s Role - Fraud Detections Analyst

Function: Fraud Risk Management

Business: India – Fraud & Authorizations

Grade: C05 – C09

Reporting Line: Fraud Detections Manager

Location: Acropolis Chennai

Job Purpose:

The primary purpose of this position is to review suspicious transactions generated by fraud detection systems, analyze such transactions and customer spend & behavior patterns and make sound judgements and decisions on the alerts in accordance with the operating guidelines and procedures to prevent and minimize fraud losses. The incumbent in this position is also expected to contact customers, validate/verify transactions in detecting fraud, handling authorization referrals and quick decision making capabilities while providing outstanding service in the process.

Key Responsibilities:

• Review suspicious transactions generated by fraud detection systems, the analyst must be highly sensitive to abnormal /fraudulent transactions to minimize loss at the earliest stage and be alert to the new emerging fraud trends/patterns.
• Responsible for making sound judgements and decisions on the alerts in accordance to the operating guidelines and procedures to prevent and minimize fraud losses.
• Analyze alerts and investigate transactional activities to detect suspicious fraud activity to minimize fraud losses for the respective businesses and ensure that fraud loss does not exceed the plan
• Meet expected service levels in handling inbound calls.
• Process offline referrals and alerts from Citi phone and other operating units including authorization referrals in a timely manner.
• Contact customers using the existing contact strategy for suspected fraud transactions to verify/validate such transactions.
• Strive to achieve daily and monthly resolutions as per the agreed work plan.
• Handle all assigned activities without any defects / errors.
• Track all open cases till logical closure.
• Meet the productivity and quality expectations for this function.

  Knowledge / Experience / Qualifications:··

• Strong analytical and problem solving skills
• Excellent organization skills – ability to multi-task and prioritize work
• Ability to work effectively across portfolio risk policy teams and functional areas teams
• Willing to work on rotating shifts to provide 24X7 coverage
• Experience working in fast-paced, structured work environment (financial services, call center, retail, etc.)
• Excellent communication, judgment and problem resolution skills
• Fluent in local languages preferably English, Hindi, Telegu & Kannada would be added advantage.
• Required UG / PG Degree with relevant work experience.
• Knowledge of Credit Card/Banking industry is preferred

  Required Competencies:

• Ability to interpret data and organize information
• Proficiency in MS Windows especially on Excel
• Excellent Analytical skills with an ability to detect unusual patterns from large data
• Highly alert, sensitive, logical and ability to exercise good common sense
• Disciplined, vigilant and watchful on upcoming fraud trends
• Proactive, able to work independently and a good team-player
• Interpersonal and relationship skills, to work effectively within the team and across the country operations teams.
• Excellent verbal and written communication skills with the ability and confidence to talk to customers from diverse cultural background.
• Self-motivated, pro-active with a proven ability to work independently and willingness to stretch in case of emergencies.
• Results driven with the ability to operate in a fast-paced environment.
• Understanding dynamics of fraud to be able to detect and reduce Fraud Losses effectively.
• Has the desire and willingness to learn new tasks