JOB SUMMARY
The Investigation Officer is responsible for thoroughly investigating fraud-related cases involving credit cards, debit cards, personal online banking, and other digital banking channels. The officer plays a key role in protecting the bank's assets and reputation by identifying fraudulent activities, recommending appropriate actions, and supporting cross-functional efforts to prevent fraud. The officer also serves as a backup to the Department Head during absences to ensure smooth operations and decision-making.
DUTIES AND RESPONSIBILITIES:
Fraud Case Investigation
- Investigate fraud-related cases involving credit cards, debit cards, personal online banking, and other digital channels endorsed to the Enterprise Fraud Risk Management Investigation Department.
- Analyze transaction patterns, customer behavior, and system logs to identify fraudulent activity and determine the modus operandi.
- Recommend and endorse appropriate case dispositions, ensuring timely and accurate submission of investigation results.
Field and Law Enforcement Coordination
- Assist in conducting ocular or field investigations, including coordination with law enforcement agencies during the apprehension of individuals involved in fraudulent activities.
- Support sensitive case handling by liaising with police authorities when legal intervention is required.
Industry and Internal Collaboration
- Liaise with counterparts in the card and banking industry to share intelligence and best practices for fraud prevention.
- Collaborate with internal departments such as Customer Service, Legal, Compliance, and IT Security for holistic fraud resolution.
System and Process Enhancement
- Recommend adjustments to fraud detection parameters in credit card, debit card, and enterprise fraud monitoring systems to improve detection accuracy and reduce false positives.
- Contribute to the enhancement of fraud detection tools and processes based on investigation findings and emerging fraud trends.
Customer Support and Recovery
- Assist Customer Service in resolving fraud-related disputes and complaints by conducting timely and thorough investigations in accordance with BSP-prescribed timelines.
- Support re-carding efforts by identifying point-of-compromise (POC) merchants through industry-shared data (e.g., CCAP) and recommending preventive actions.
Compliance and Reporting
- Ensure all investigations are conducted in compliance with the bank's internal policies, BSP regulations, and MasterCard standards.
- Prepare and submit regulatory and compliance reports related to fraud incidents, ensuring accuracy and timeliness.
QUALIFICATIONS
- Previous work experience in related field is required
- Experienced team leader
- With technology fluency and analytical skills
