Job Summary
The Fraud Case Management Officer is responsible in analyzing and processing of customers fraud disputes. He/She/They will support Fraud Case Management Team Lead/Head on the containment of fraud by strategizing key processes.
Key Responsibilities
- Collaborates with Fraud Units, TBG, NSRD-Chargeback Unit, Accounting, Systems, Branches, Chargeback Unit and COG, including external counterparts to gather information to complete the case details and for proper disposition/possible recovery
- Facilitates timely logging / resolution of disputes to address customers issues/complaints within the agreed turn-around time. Making sure that fraud cases have proper dispositions within the defined service level agreements/timelines and set policies/procedures
- Ensures endorsements from various channels (e.g. D365, Fraud Endorsements, e-Channels and emails) are handled and logged for case resolution
- Conducts call out for data gathering to support case resolution
- Ensures timely submission of accounts for Enhanced Due Diligence checking
Qualifications
- Bachelor's degree in Communication, Marketing or Business Management Course
- At least 2 years of experience in the credit card operations or risk management unit; preferably with strong understanding of credit card fraud and fraud prevention techniques
- Willing to work onsite in Ortigas
