CORE PROFILE
The Senior Fraud Associate plays a key role in supporting the 24/7 Fraud Center operations by leading complex case handling, mentoring junior fraud associates, and ensuring compliance with the Anti-Financial Account Scamming Act (AFASA). The role involves proactive fraud detection, high-risk case investigation, and coordination with internal teams and external authorities to protect customers and the fintech ecosystem from scams and fraudulent activities.
NATURE OF WORK
KEY RESPONSIBILITIES:
- Handle 24/7 telephony anti-fraud detection and control services, customer calls and reports regarding suspected fraud, scam attempts, or unauthorized transactions.
- Coordinates with other financial institutions on money trailing as mandated by the regulations on the processs of coordinated verification.
- Lead the investigation and resolution of complex or escalated fraud cases, ensuring accuracy and timeliness in line with AFASA requirements.
- Perform detailed transaction and behavioral analysis to identify fraud patterns and prevent recurrence.
- Guide and mentor junior fraud associates on fraud handling, customer communication, and case escalation procedures.
- Respond to customer and system-generated alerts, ensuring appropriate account actions such as blocking or freezing are performed immediately when warranted.
- Coordinate with Investigations team on cases, when needed
- Provide recommendations to enhance fraud detection systems and operational processes.
- Assist in preparing internal reports and summaries on fraud trends, emerging typologies, and operational performance metrics.
- Participate in internal audits and ensure adherence to AFASA, AML, and internal fraud management standards.
- Act as Officer-In-Charge (OIC) during shifts when the Fraud Operations Supervisor is unavailable.
DISPLAYED SKILL MASTERY
CORE COMPETENCIES
- Advanced Fraud Risk Awareness
- Analytical & Investigative Thinking
- Leadership & Coaching
- Decision-Making Under Pressure
- Compliance & Regulatory Adherence
- Cross-Functional Collaboration
- Customer Empathy & Communication
REQUIRED QUALIFICATIONS
QUALIFICATIONS:
- Bachelor's degree in business, Finance, Criminology, Information Security, or related field.
- At least 2 years of experience in call center related to fraud operations, customer protection, or financial crime investigations within a fintech, e-wallet, or digital banking environment.
- Excellent communication skills in both English and Filipino, capable of managing distressed or irate customers professionally.
- Proven expertise in fraud analysis, case management, and regulatory compliance under AFASA or AMLA frameworks.
- Strong leadership and coaching skills with the ability to mentor and guide junior staff.
- Excellent analytical, problem-solving, and decision-making abilities, especially under time-sensitive conditions.
- Effective communication skills in both English and Filipino, capable of explaining complex issues clearly to customers and internal stakeholders.
- Proficiency in fraud detection systems, data analysis tools, or case management platforms is a plus.
- Willingness to work in a 24/7 operational environment with rotating shifts, weekends, and holidays.
