Role Purpose:

The role is responsible for executing and supporting fraud and scam detection, investigation, and prevention activities. The focus is on identifying fraudulent and scam-related activity, minimizing losses, strengthening controls, and ensuring timely investigation and resolution of cases in line with internal policies and regulatory expectations.

Key Responsibilities:

Fraud & Scam Operations

- Perform end-to-end review of fraud and scam alerts, transactions, and customer activity across channels.

- Investigate scam cases including authorized push payment (APP) fraud, social engineering scams, impersonation, phishing, and mule activity.

- Assess customer behaviour, transaction patterns, and red flags to determine fraud or scam risk.

- Make case decisions including escalation, blocking, recovery actions, and closure.

Monitoring & Controls

- Execute fraud and scam monitoring activities and assess effectiveness of existing detection rules and scenarios.

- Identify emerging scam typologies, trends, and vulnerabilities through hands-on case analysis.

- Recommend improvements to fraud/scam rules, thresholds, and operational controls.

Data Analysis & Reporting

- Analyse fraud and scam data to identify trends, root causes, and repeat patterns.

- Track scam losses, recoveries, and false positives.

- Prepare case narratives, investigation summaries, and operational MIS.

Regulatory & Compliance Support

- Ensure investigations are documented clearly with appropriate evidence and rationale.

- Support regulatory reporting, audit reviews, and internal assessments related to fraud and scam cases.

- Adhere to internal policies, regulatory guidelines, and data protection standards.

Stakeholder Collaboration

- Work closely with AML, Risk, Compliance, Operations, and Business teams on fraud and scam matters.

- Provide operational input on new products, process changes, and system enhancements from a fraud/scam risk perspective.

Key Skills & Capabilities:

- Strong hands-on experience in fraud and scam investigations.

- In-depth understanding of scam typologies and customer-induced fraud.

- Strong analytical and decision-making skills.

- Clear documentation and case-writing abilities.

- High attention to detail and sound judgment in time-sensitive scenarios.