Supports operations in enhancing its quality of service through ensuring a strong process for operational risks management and governance on fraud prevention and control.
- Conducts fraud investigations to detect and prevent fraud or abuse.
- Ensures information security policies and procedures as defined by the client are followed by the program.
- Ensures monitoring and reporting of business critical as defined by the clients
- PSA is a dedicated resource as stipulated in the Statement of Work. As a dedicated PSA, mastery of the account supported is important.
- Data mining and analysis - provides analysis based on raw data.
- Investigation - coordinates with different point persons, investigating software codes.
- Analysis presentation - discusses findings with the Account General Manager. May also do client presentations subject to Account General Manager's request.
- Spot check audit - continuously audits and monitors established policies and guidelines.
- Creation of incident report - files incident report on agreed violation of policy.
- Attend admin hearings - attends admin hearings as a resource person discussing the nature of the incident report and how it was established.
- Assistance in development of process improvement to minimize fraud within the account supported- able to assist operations in strengthening controls for fraud prevention controls. Flags and presents any possible risk as seen in the audit of processes.
- Recommendation - evaluates cases for patterns and trends to identify failures in policies, procedures and/or internal controls.
- Risk assessment of accounts - regular risk assessments for the account supported
- Continuous fraud awareness program - covers management and agent level. Includes monitoring for iWatch.
- Handles any possible fraud investigations as requested by the company or the clients and provides objective documented findings.
- Ensures all fraud control compliance measures are completed as directed by the Fraud and Risk Lead
- Completes regular Products and Policies testing and other requirements to ensure continued skill improvement required to accomplish the tasks assigned.
- Performs tasks assigned by the Fraud and Risk Lead/Sr Manager for the accomplishment of the account's and/or department's objectives.
