Fraud Monitoring Analyst

ADIB

Banking & Financial Services

📍 United Arab Emirates

💼 Full-time

🕒 Posted 9 days ago

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Job description

Role Overview

Fraud Monitoring Analyst at ADIB, Abu Dhabi. The role involves 24/7 monitoring and reporting of transaction risk aspects from issuer, acquirer, and e-channel perspectives, including transaction activity review, fraud detection, and liaison with concerned departments, cardholders, and merchants.

Role Purpose

Monitor transactions for fraud and suspicious activity across multiple channels in real time. Detect fraud cases, investigate incidents, coordinate dispute resolution, and report findings to the Head of Card Fraud to protect the bank and its customers from financial crime.

Key Responsibilities

Debit & Card Monitoring

Monitor compromised card transactions 24/7.
Monitor social engineering transactions 24/7.
Monitor Base II transactions 24/7.
Monitor hold transactions 24/7.
Monitor VVIP customer card authorization 24/7.

Real-Time Monitoring & Alerting

Monitor real-time queues 24/7 and identify high-risk transactions using Fraud Monitoring Tools.
Clear all cases alerted in the Fraud monitoring tool.
Review VRM/FRM transactions and block or take action on suspected transactions.
Review transactions blocked by VRM/FRM and take action if needed.
Using manual reports to monitor transactions not appearing in Fraud monitoring tools.
Extracting and reviewing hold transactions and block card, channel, or account if needed.

Fraud Case Investigation & Resolution

Attend incoming and outgoing customer calls for investigation and transaction confirmation.
Log confirmed fraud cases in GRC as an incident with fraud details.
Review documents received from chargeback to identify customer involvement.
Using multiple systems to provide correct information to the customer and conduct proper initial fraud investigation.
Contact customers to investigate fraudulent activities or confirm transactions.
Interact with banks and merchants to validate information and confirm or cancel authorizations.
Collect common fraud cases and analyze to identify the Common Point of Purchase (CPP).

Liaison & Communication

Liaison with branches, divisions, departments, members, scheme, and international financial institutions for transaction confirmation and suspected fraud activities.
Liaison with call centre to assist customers with dispute filing and replacement.
Communicate and share new fraud trends with stakeholders.
Respond to emails and queries raised by other teams.

Customer Support & Follow-Up

Follow up with customers for missing documents, temporary block cards, and channel issues by calling, sending SMS, and email.
Prepare write-off memo for fraud cases with losses for refunding amounts to be approved by Team Lead and Head of Fraud.

Card & Channel Management

Create card replacement requests on system as a manual process.
Review card scheme alerts and take action by blocking or replacing cards.
Block all e-channels mobile banking, cards, internet banking, etc. to mitigate risk.
Coordinate with other Card Center Units for card deliveries per customer requirement and arrange bullet service for urgent card delivery.
Send stop payments request to beneficiary banks.
Mule account blocking and control implementation recommendation.

Reporting & Tracking

Report to Head of Card Fraud on all cases.
Set up cardholder disputes, e-channels customers, and merchant unauthorized transactions for resolution.
Daily GL account checking.
Update unit tracking activities.
Update case details in relevant sheets for tracking purposes.
Updating the tracking sheet for database of channels monitored to create MIS.

Transaction Review & Analysis

Review manual transactions report for channel transactions to identify any missed fraud.
Review all transactions blocked by VRM/FRM and take action if needed.
Resolve queued transactions within service level agreements to reduce potential revenue losses.
Daily checking of suspicious and fraud transactions and alerts based on pre-set parameters or data files.

Qualifications & Experience

Graduate degree required.
At least 2+ years of operational experience in a large organization.
At least 2+ years of fraud prevention and investigation experience in risk management.
At least 1+ year of experience with any Enterprise Fraud Management Systems.

Skills & Competencies

Good English communication skills, both spoken and written.
Good knowledge of card, digital channels, and merchant acquiring.
Good knowledge of e-commerce types, payments technology, and financial crime.
Strong analytical and investigation skills.
Self-correspondence ability.

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