Preliminary Fraud Investigations
Our Mission
Our goal is for everyone to make bolder choices with their finances.
To get there, we're creating an all-in-one ecosystem of financial services for today's generation of goal-getters. That feat takes extraordinary people-those with the guts to challenge the way things are and transform them into something better.
To be part of Team Maya is to be
Bolder for Better.
Description
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
EXPECTED RESULTS
OBJECTIVES & KEY RESULTS
- Resolution Time for Escalated Cases: Average time to close or escalate high-complexity cases.
- Accuracy & Quality Score: Level of completeness and correctness of documentation and case resolution.
- Team Support & Mentorship: Feedback and measurable support provided to junior associates.
- Compliance Adherence: Zero or minimal lapses against AFASA procedures and internal protocols.
- Fraud Loss Prevention Rate: Value of fraud prevented or recovered through proactive intervention.
- Reporting Accuracy: Timely and accurate submission of internal and regulatory fraud reports.
- Process Improvement Contribution: Implementation or recommendation of improvements that enhance fraud detection and operational efficiency.
- Shift Reliability & Leadership Coverage: Dependability in supporting 24/7 operations, including OIC duties when required.
REQUIRED QUALIFICATIONS This section contains the required education and experience for the role.
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.
- 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.
About Us
Maya is the all-in-one money platform that is bringing Filipinos bolderways to master their money.It is powered by a unique integrated financial services ecosystem that addresses the ever-evolving needs of today's generation of moneymakers through cutting edge technology.
We lead millions of Filipinos consumers, businesses,communities, and government agencies alike into a version ofthe current digital economy that's more inclusive, transparent,and empowering than ever.
We are powered by the country's only end-to-end digital payments company Maya Philippines, Inc. and Maya Bank, Inc. for digital banking services.
Maya Bank, Inc. and Maya Philippines, Inc. are regulated by the Bangko Sentral ng Pilipinas. https://www.bsp.gov.ph/
