Fraud Monitoring Analyst

Job description / Role

Role purpose

Monitoring and reporting of transaction risk aspects from issuer/acquirer/e-channels point of view. The job involves transaction activity review, fraud detection, and liaison with concerned departments, cardholders, merchants, and other banks for the same. Daily checking of suspicious or fraudulent transactions and alerts based on preset parameters or data files. Reporting to the head of card fraud on all cases, setting up cardholders' disputes, e-channels customers, and merchant unauthorized transactions for resolution purposes.

Key accountabilities of the role

Fraud monitoring 24/7 for all ADIB transactions including issuer, acquirer, retail & corporate (BBD & WBG), internet banking & mobile banking, chatbot & IVR:

1. Investigate and check the FG / SAS alerts for all ADIB transactions.
2. Contact customers for investigation or transaction confirmation.
3. Log confirmed fraud cases in GRC as incidents with fraud details.
4. Prepare and send a dispute form to the customer to process the refund.
5. Follow up with the customer to ensure that the dispute form is signed and sent back.
6. Create card replacement requests for customers.
7. Collect common fraud cases and analyze to identify the CPP (common point of purchase).
8. Liaise with branches, divisions, departments, members, and international banks for transaction confirmation and suspected fraud activities.
9. Clear all cases alerted in FG / SAS on the spot.
10. Review Visa & MasterCard alerts then block and replace the cards.
11. Use multiple systems to provide the correct information to the customer.
12. Review documents received from chargeback if the customer is involved.
13. Prepare write-off memos for fraud cases with losses for refunding the amount.
14. Coordinate with other card center units for card deliveries as per customer's requirements, arranging bullet service for any urgent delivery of cards.
15. Handle complaints received from various departments regarding any fraud activity and take appropriate action if fraud activity is detected.
16. Maintain MIS for fraud write-off cases before sending them to the chargeback team for further action.
17. Review unauthorized reports for debit and covered transactions.
18. Review all transactions blocked by VRM and act if needed.
19. Review full-day manual logs and act if needed.
20. Extract and review hold transactions and block cards if needed.
21. Update customer and card/channels details in relevant sheets.
22. Address currency differences emails.
23. Attend 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 confirm or cancel authorizations.
27. Send transaction verification to issuer banks.
28. Maintain a database of acquiring fraud cases for MIS.
29. Extract and review daily manual log reports to check 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 confirmations.
33. Raise fraud incidents into GRC.
34. Attend all inbound calls from customers.
35. Use multiple systems to provide the correct information to the customer.
36. Communicate and share new fraud trends with stakeholders.
37. Block all e-channels including mobile banking, cards, internet banking, etc.
38. Liaise with call center to assist customers in filling disputes and replacements.
39. Respond to emails and queries raised by other teams.
40. Send stop payment requests to bearer banks.
41. Mule account blocking and control implementation recommendations.
42. Update relevant sheets with alerts or case 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, and risks.
• Good knowledge of customer service standards.
• Sound knowledge of MS Office (Access, Word, Excel, and PowerPoint).
• Ability to master any banking application (especially 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-paced environment.
• Ability to learn and share knowledge to enhance the customer experience.