Fraud Monitoring Analyst (Outsource)

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:

1. E-Channel Transactions Monitoring:
   1. ADIB Retail Internet Banking Transactions Monitoring.
   2. ADIB Retail Mobile Banking Transactions Monitoring.
   3. ADIB WBG/BBD Internet Banking Transactions Monitoring.
   4. ADIB WBG/BBD Mobile Banking Transactions Monitoring.
   5. ADIB IVR Transactions Monitoring.
   6. ADIB WhatsApp Transactions Monitoring.
   7. ADIB Wallet Transactions Monitoring.
2. Debit & Cover Card Monitoring:
   1. Compromised Card Transactions Monitoring.
   2. Social Engineering Transactions Monitoring.
   3. Base II Transactions Monitoring.
   4. Hold Transaction Monitoring.
   5. VVIP Customer Card Authorization Monitoring
3. Monitor real time queues 24/7 and identify high risk transactions within the business portfolio using the Fraud Monitoring Tools.
4. Attending Incoming/Outgoing customers calls for investigation/Transaction Confirmation.
5. Log Confirmed Fraud Cases in GRC as incident with Fraud Details. 
6. Create card replacement request to customer to customer on system.
7. Collect common Fraud cases and do analysis to identify the CPP (Common Point of Purchase)
8. Liaison with branches / divisions / Departments / member / Scheme & International financial institution for transaction confirmation and suspected fraud activities.
9. Clear all the Cases which alerted in Fraud monitoring Tool.
10. Review card scheme alerts & take action by Block/Replace cards.
11. Using Multiple systems to provide the Correct information to the customer & proper initial fraud investigation.   
12. Follow up with customer for (missing documents / temporary block cards/Channel) by calling, sending SMS & email.
13. Daily GL Account checking.
14. Prepare Write off memo for Fraud cases with Losses for refunding the amount to be approved by TL and Head of fraud.
15. Update Unit tracking activities.
16. Coordinating with other Card Center Units for card deliveries as per customer’s requirement, arranging bullet service for any urgent delivery of card.
17. Review manual transactions report for channels transactions to identify any missed fraud. 
18. Review all transactions blocked by VRM/FRM & take action if needed.
19. 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.
20. update cases details in relevant sheets for tracking purpose.
21. Resolve queued transactions within the service level agreements to reduce potential revenue losses. 
22. Interact with banks and Merchants to validate information and to confirm or cancel authorizations. 
23. Updating the tracking sheet for database of channels monitored to create MIS.
24. Review VRM/FRM transactions & blocked or suspected transactions.
25. Contact customers to investigate Fraudulent activities or confirmation
26. Communicate and share with stakeholders’ new fraud Trends
27. Block all E-channels, mobile banking, Cards, Internet banking etc. to mitigate the risk.
28. liaise with call Centre to assist customer filling disputes & replacement
29. Respond to emails & queries raise by other teams
30. Send stop payments request to bear banks
31. 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.