Fraud Operation Associate

Accountabilities:

Fraud Detection & Transaction Review: Review new account registrations, purchases, and payment transactions using internal systems and third-party tools. Assess account information and transaction patterns to identify suspicious activity, prevent fraudulent purchases, and ensure legitimate customers can access services without unnecessary delays.
Account Verification & Risk Assessment: Examine signup information, account details, and relevant verification signals to determine whether accounts and purchases are legitimate. Apply sound judgment when evaluating ambiguous cases and make informed decisions that balance fraud prevention with customer experience.
Fraud Investigation & Trend Monitoring: Proactively investigate potentially fraudulent accounts and suspicious activity. Identify recurring fraud patterns, monitor emerging risks, and communicate relevant findings and trends to the fraud operations team and management.
Customer Communication & Support: Contact customers when additional information or account verification is required. Explain verification steps clearly, respond professionally to customer concerns, and provide empathetic, timely assistance while maintaining appropriate fraud prevention controls.
Reporting & Operational Tasks: Complete daily operational responsibilities and additional assignments related to fraud investigations, transaction reviews, and account monitoring. Prepare, process, and analyze reports using Microsoft Excel and other relevant tools to support operational accuracy and informed decision-making.
Fraud Prevention & Compliance: Follow established fraud review procedures and applicable payment security requirements. Maintain accurate records of investigations and decisions, support consistent risk assessment practices, and contribute to protecting the business from payment fraud and related financial losses.
Cross-Functional Collaboration: Work independently while collaborating with colleagues and management to resolve complex cases, share insights, improve fraud detection practices, and maintain efficient operational workflows.
Continuous Improvement: Identify opportunities to improve fraud screening processes, customer verification procedures, and investigative workflows. Share observations and recommendations that help strengthen fraud prevention while minimizing friction for legitimate customers.
Requirements:
Relevant Experience: Previous experience screening customers, reviewing transactions, or investigating payment fraud within retail, e-commerce, online services, or a similar digital business environment.
Fraud Detection & Risk Assessment: Understanding of payment fraud indicators, suspicious transaction patterns, account verification procedures, and basic fraud investigation techniques. Ability to assess available information carefully and make appropriate decisions in situations where the outcome is not always clear-cut.
Attention to Detail: Strong attention to detail when reviewing account information, transaction records, and verification data. Ability to identify inconsistencies, recognize potential warning signs, and maintain accuracy while processing a high volume of cases.
Analytical & Problem-Solving Skills: Strong judgment and critical-thinking abilities, with a structured approach to investigating suspicious activity, evaluating risks, and resolving operational issues.
Time Management & Organization: Ability to prioritize tasks, manage multiple responsibilities, and meet processing timelines in a fast-paced environment without compromising accuracy or quality.
Microsoft Office Proficiency: Working knowledge of Microsoft Office applications, particularly Microsoft Excel, for processing reports, reviewing information, and supporting day-to-day operational tasks.
Communication Skills: Strong written and verbal communication skills, with the ability to explain verification requirements clearly, document findings accurately, and communicate fraud-related observations to customers, colleagues, and management.
Customer Service Orientation: A customer-focused mindset and the ability to handle sensitive or potentially frustrating verification situations with professionalism, patience, and empathy.
Integrity & Professional Judgment: Commitment to making objective, evidence-based decisions while handling customer and transaction information responsibly. Ability to remain unbiased, follow established procedures, and exercise sound judgment when evaluating potential fraud.
Initiative & Accountability: A proactive, self-motivated approach to work, with the ability to investigate issues independently, identify emerging patterns, and take ownership of assigned responsibilities.
Teamwork & Adaptability: Ability to work effectively both independently and collaboratively, adapt to changing priorities, and contribute positively to a diverse and inclusive working environment.
Benefits:
Flexible Work Arrangements: Access to work-from-home, hybrid, or office-based arrangements, subject to the applicable role and team requirements.
Health Insurance: Access to health insurance options through established insurance providers.
Work-Life Balance: A workplace that recognizes the importance of personal well-being and maintaining a healthy balance between professional and personal commitments.
Flexible Leave: Flexi-leave options to help employees manage personal needs and time off.
Learning & Development: Opportunities to develop professional skills, explore different areas of the business, and take on new responsibilities.
Education & Certification Support: Sponsorship opportunities for eligible educational programs and professional certifications.
Career Growth & Mentorship: Access to learning opportunities, mentoring, and career development pathways within the organization.
Inclusive Workplace Culture: An environment that values diversity, encourages belonging, and supports employees in bringing their authentic selves to work.
Employee Affinity Groups: Opportunities to connect with colleagues through employee communities and affinity groups across global teams.
Free Domain & WordPress Blog: Eligible employees receive a free domain registration and a WordPress blog, with domain registration costs sponsored by the employer.