Monitoring and reporting of transactions risk aspects from Issuer/acquirer/E-Channels point of view. The 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 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
Fraud Monitoring 24/7 for the below-mentioned channels
E-Channel Transactions Monitoring
ADIB Retail Internet Banking Transactions Monitoring.
ADIB Retail Mobile Banking Transactions Monitoring.
ADIB WBG/BBD Internet Banking Transactions Monitoring.
ADIB WBG/BBD Mobile Banking Transactions Monitoring.
ADIB IVR Transactions Monitoring.
ADIB WhatsApp Transactions Monitoring.
ADIB Wallet Transactions Monitoring.
Other Channels Aani Transactions Monitoring
Debit & Cover Card Monitoring
Compromised Card Transactions Monitoring.
Social Engineering Transactions Monitoring.
Base II Transactions Monitoring.
Hold Transaction Monitoring.
VVIP Customer Card Authorization Monitoring
Monitor real time queues 24/7 and identify high risk transactions within the business portfolio using the Fraud Monitoring Tools.
Attending Incoming/Outgoing customers calls for investigation/Transaction Confirmation.
Log Confirmed Fraud Cases in GRC as an incident with Fraud Details.
Create card replacement requests on system as a manual process.
Collect common Fraud cases and do analysis to identify the CPP (Common Point of Purchase)
Liaison with branches / divisions / Departments / member / Scheme & International financial institution for transaction confirmation and suspected fraud activities.
Clear all the Cases which alerted in Fraud monitoring Tool.
Review card scheme alerts & take action by Block/Replace cards.
Using Multiple systems to provide the Correct information to the customer & proper initial fraud investigation.
Review Documents received from Chargeback to identify customer involvement if any.
Follow up with customers for (missing documents / temporary block cards/Channel) by calling, sending SMS & email.
Prepare Write off memo for Fraud cases with Losses for refunding the amount to be approved by TL and Head of fraud.
Daily GL Account checking.
Update Unit tracking activities.
Coordinating with other Card Center Units for card deliveries as per customer’s requirement, arranging bullet service for any urgent delivery of card.
Review manual transactions report for channels transactions to identify any missed fraud.
Review all transactions blocked by VRM/FRM & take action if needed.
Using manual reports to monitor transactions which is not coming in Fraud monitoring tools.
Extracting and Reviewing Hold Transactions and block Card/Channel/Account if needed.
update cases details in relevant sheets for tracking purposes.
Resolve queued transactions within the service level agreements to reduce potential revenue losses.
Interact with banks and Merchants to validate information and to confirm or cancel authorizations.
Updating the tracking sheet for database of channels monitored to create MIS.
Review VRM/FRM transactions & blocked or suspected transactions.
Contact customers to investigate Fraudulent activities or confirmation
Communicate and share with stakeholders’ new fraud Trends
Block all E-channels mobile banking, Cards, Internet banking etc. to mitigate the risk.
liaise with call Centre to assist customer filling disputes & replacement
Respond to emails & queries raised by other teams
Send stop payments request to beneficiary banks
Mule A/c Blocking and Control implementation recommendation.
Specialist Skills / Technical Knowledge Required for this role
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.
