Fraud Analyst - ME, Issuing fraud management

About Us:

Network International is the largest Financial Technology company in Middle East and Africa. Payments is our core business where we provide services in more than 50 countries – UAE, Jordan, South Africa, Egypt are some of our key markets. Apart from payments, we provide services on Data and Insights, Lending, Insurance, Risk Solutions, etc. Our core customers are businesses at every scale and segment, though recently we are growing in direct to consumer card segment as well.

Our EVP's:

At Network International, we always stay ahead. . In the fast-paced world of financial services, we thrive on innovation, agility, and purposeful collaboration. We invest  first in our people, empowering you to make bold decisions, learn fast, and grow your expertise alongside industry leaders. Here, solving complex problems means more than using cutting-edge technology; it’s about creating meaningful value for our customers, together. We foster a culture where trust, accountability, and achievement go hand in hand—because success isn’t just a goal; it’s how we work, every day, as one team.

Job Description:
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, analyzing the point of compromise, provide feedback on Fraud Rules effectiveness and recommend enhancement to the fraud rules. 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 on a 24x7 basis as per company procedures, agreed service standards and in accordance with agreed controls and procedures.
•    Contact cardholders 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 cardholders and update system appropriately.
•    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.
•    Ensure the Fraudulent Case Reports is prepared and proper handover to the next shift communicating the new fraud trend experienced during the shifts.
•    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, Merchants, business. 
•    Respond to all inquiries (Banks, and internal team) on timely manners and professionally.
•    Deliver efficient and quality services to both internal and external customers that meet or exceed agreed service standards.
•    Coordinate with the issuing banks to confirm suspected transactions that are performed by our merchants and escalate with investigation team accordingly.
•    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.
•    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.   
•    Perform other related duties as requested by the company.
 

Experience / Skills Required
Education: Bachelor’s Degree from a recognized university.

Experience: 
•    Inbound call center experience and/or experience with Card Fraud, Online wire fraud and fraud investigation.
•    Banking product knowledge, service standards, productivity, and job analysis method.
•    Very Good command of English Language (Listening, Speaking, Reading & Writing), or equivalent to Upper-Intermediate level
•    0 - 1 year of experience months Customer contact experience in a call center or a bank.
•    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.

 

Network International is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds, nationalities, and experience levels. We are committed to creating an inclusive workplace where innovation, diversity, and performance thrive.