Issuing Fraud Monitoring Analyst - French Speaker

About us:

At Network International, every second counts. As a leader in the fast-paced world of financial services, we thrive on innovation, agility, and the relentless pursuit of excellence.

We recognize industry trends, the dual nature of technological advancements, and the scarcity of top talent. This is why we prioritize investing in our people.

Here, you’ll work alongside industry experts to solve complex problems and leverage cutting-edge technology to stay ahead of the competition.

We offer a culture where your skills are valued, your growth is prioritized, and your achievements are recognized—because winning isn't just our goal; it's our standard.

About the Job:

A fraud analyst specializes in financial transaction monitoring analyzing suspicious activities that

could potentially include fraud. The job responsibilities of a fraud analyst include 24/7 fraud

transaction monitoring, action the detected fraud cases, report the fraud cases to scheme,

Immediate notification and fraud reporting to client banks. Fraud analysts are responsible for

tracking fraudulent activities, which may involve monitoring financial transactions and analyzing

the data retrieved for irregular patterns.

Responsibilities:

• Monitor transactional-based card spends and account payment on a 24x7 basis as per

company procedures, agreed service standards and in accordance with agreed controls

and procedures.

• Contact cardholders/account holder on suspicious activities on their card/accounts and

take necessary actions as per company procedures in accordance with agreed controls

and TAT’s.

• Conducting the review of all triggered alerts based on the pre-defined rules in the fraud

detection tool.

• Identify fraudulent trends and execute the appropriate action as per the unit process.

• Initiate outbound calls to confirm transactions with customer and update system

appropriately.

• Perform fraud recovery by contacting the Acquirers and merchants immediately with an

aim to improve the fraud loss avoidance.

• The daily set target of alerts evaluation to be achieved per shift, and all queued alerts to

be cleared maintaining no pending alerts by Shift and on timely manners.

• Follow the proper channel of escalation and ensure that all critical issues are timely

reported to guarantee the rapid fix.

• Proper update and tracking of the travel plan provided by the issuing banks.

• Initiate outbound fraud alert notification through email to the internal team, Banks, ,

business.

• Respond to all inquiries from internal team and the clients on timely manners and

professionally.

• Deliver efficient and quality services to both internal and external customers that meet or

exceed agreed service standards.

• Follow the rules and procedure / process as per the SLA with the issuing banks.

• Adhere to the internal and external Audit / Compliance requirements in the

Unit/organization.

• Determining problems or issues in queries or complaints handling nature and proposing

solutions for Enhancements.

• Ensure that the schemes related fraud alerts are timely actioned and reported to the

concerned client bank.

• Deliver all the required support /task assigned on ADHOC requirement from the

management. Provide the reporting that is required and case closure within the required

time. This is in line with the unit goal to form a successful backup program with multi skills

players.

• Maintain confidentiality of information and highest standards of integrity.

• Ensure compliance and adherence to organization code of conduct policy

Qualifications:

• Inbound call center experience and/or experience with Card Fraud, Online wire fraud and fraud investigation.

• Must be a French speaker

• Banking product knowledge, service standards, productivity, and job analysis method.

• Excellent spoken and written English and French language skills.

• 6 to 12 months Customer contact experience in a call center

• Experience with handling business customers.

Knowledge/Skills:

• Ability to apply sound judgment, effectively solve problems, and determine fraudulent

activity consistently.

• Ability to multi-task as business needs dictate with phone and typing required

• Excellent written and oral communication skills

• Ability to work in a fast-paced call center environment meeting production goals.

• Working hours flexibility - must be available to work in rotating shifts as part of 24/7 fraud

monitoring team.

• Proficient with computers

• Ability to de-escalate difficult client situations.