Job Description

Position: Fraud Detection Analyst Working Duration: 12 months contract with PERSOLKELLY (can be renewable) Working Day/Hours: Rotational Shift (7am-4pm, 9am-6pm, 11am-8pm, 1pm-10pm) including Weekends and Public holidays Job Purpose: The primary purpose of this position is to review suspicious transactions generated by fraud detection systems, analyse such transactions and customer spend & behaviour patterns and make sound judgements and decisions on the alerts in accordance with the operating guidelines and procedures to prevent and minimise fraud losses. The incumbent in this position is also expected to contact customers, validate/verify transactions in detecting fraud 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 minimise 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 Citiphone and other operating units in a timely manner. . Contact customers using the existing contact strategy for suspected fraud transactions to verify/validate such transactions. . Meet the productivity and quality expectations for this function. . Fluent in English communications (verbal & written) . Willing to work shift hours/weekends + night shift . 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. . Excellent communication in English to support AU Market, judgment and problem resolution skills . Knowledge of Credit Card/Banking industry is preferred Required Competencies: . Ability to interpret data and organize information . 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 able to work under pressure. . 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 under pressure . 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

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