Fraud Monitoring Analyst | Abu Dhabi, UAE

Fraud Monitoring Analyst

Location: Abu Dhabi, United Arab Emirates

Role Purpose:

• Monitoring and reporting of transactions risk aspects from Issuer/acquirer/E-Channels point of view. Job involves transaction activity review, fraud detection and liaison with concerned departments/cardholders/Merchants & Other Banks for the same.
• Daily checking of suspicious / fraud transaction / Alerts based on pre-set parameters or data file. Reporting to Head of Card Fraud on all cases, set-up of cardholders' dispute, E-Channels customers and merchant unauthorized transactions for resolution purpose.

Key Accountabilities of the role:

1. Investigate and Check the FG / SAS alerts for all ADIB transactions.
2. Contacting customers for investigation/transaction confirmation.
3. Log Confirmed Fraud Cases in GRC as incident with Fraud Details.
4. Prepare and Send a dispute form to the customer to process the refund.
5. Follow up with the customer to make sure that dispute form signed and sent back.
6. Create card replacement request to customer.
7. Collect common Fraud cases and do analysis to identify the CPP (Common Point of Purchase).
8. Liaison with branches / divisions / Departments / member & International banks for transaction confirmation and suspected fraud activities.
9. Clear all the Cases which alerted in FG / SAS on spot.
10. Review Visa & Master Card alert then block and Replace the cards.
11. Using Multiple systems to provide the Correct information to the customer.
12. Review Documents received from Chargeback if customer is involved.
13. Prepare Write off memo for Fraud cases with Losses for refunding the amount.
14. Coordinating with other Card Center Units for card deliveries as per customer's requirement, arranging bullet service for any urgent delivery of card.
15. Handling complaints received from various departments for any fraud activity. Taking the appropriate action if any fraud activity is seen.
16. Maintaining MIS for Fraud Write off Cases before sending them for chargeback team for further action.
17. Review Unauthorized report for Debit & Covered.
18. Review all transactions blocked by VRM and act if needed.
19. Review Full Day Manual Log and act if needed.
20. Extracting and Reviewing Hold Transactions and block card if needed.
21. Update customer and card / Channels details in relevant sheets.
22. Attending all inbound Calls from customers.
23. Monitor real time queues and identify high risk transactions within the business portfolio.
24. Resolve queued transactions within the service level agreements to reduce potential revenue losses.
25. Interact with banks and Merchants to validate information and to confirm or cancel authorizations.
26. Send Transaction Verification to issuer Bank.
27. Maintaining database of Acquiring fraud cases for MIS.
28. Extract and Review Daily Manual log report to check the suspicious transactions.
29. Review and monitor E-channels Alerts reports / SAS Alerts.
30. Review provision VRM blocked or suspected transactions.
31. Contact customers to investigate Fraudulent activities or confirmation.
32. Raise fraud incidents into GRC.
33. Communicate and share with stakeholders new fraud Trends.
34. Block all E-channels mobile banking, Cards, Internet banking etc.
35. Liaise with call Centre to assist customer filling disputes & replacement.
36. Respond to emails & queries raised by other team.
37. Send stop payments request to bear banks.
38. Mule A/c Blocking and Control implementation recommendation.
39. Update relevant sheets with alerts or cases 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 & 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-speed environment.
• Ability to learn and share knowledge to enhance the customer experience.