Fraud Analyst – Customer Experience

Jupiter Money; Bengaluru; On-site; INR 500,000 - 800,000; Full time

Job summary

A fintech company is seeking a meticulous Fraud Analyst to join their team in Bengaluru. The role involves handling customer queries about fraudulent transactions, investigating flagged transactions, and coordinating with banks on account actions. Ideal candidates should have 1-3 years of relevant experience and possess strong communication skills in Hindi and English. Must be ready to work shifts and have familiarity with banking processes and fraud prevention measures.

Qualifications

• 1–3 years of experience in customer support, preferably in banking/fintech or fraud operations.
• Ability to work in shift-based environments, including weekends if required.
• Familiarity with banking processes, UPI transactions, and fraud prevention.

Responsibilities

• Handle customer queries related to fraudulent transactions.
• Investigate transactions flagged for potential fraud.
• Coordinate with partner banks for account actions.

Skills

Communication skills in Hindi & English

Analytical abilities

Problem-solving

Education

Bachelor’s degree in any discipline

Tools

MS Office

Customer support tools

Job description

We are seeking a meticulous and detail‑oriented Fraud Analyst to join our growing team. The ideal candidate will have experience in fraud detection, investigation, and prevention, particularly within the financial services or fintech sectors. The candidate will play a critical role in protecting the organization and its customers from fraudulent activities by identifying suspicious behavior, investigating cases, and ensuring proper fraud prevention measures are implemented.

Roles and Responsibilities

• Handle customer queries related to fraudulent or suspicious transactions via calls, emails, and chats.
• Investigate and analyze transactions flagged for potential fraud.
• Coordinate with partner banks and relevant stakeholders for account actions such as freeze, lien marking, or unblocking.
• Assist customers with dispute resolution and guide them on necessary documentation.
• Follow up with customers for additional information and provide timely updates.
• Maintain accurate records of cases, communications, and actions taken.
• Ensure adherence to company policies, compliance standards, and regulatory requirements.
• Identify patterns or trends in fraudulent activities and elevate concerns proactively.

What is needed for this role

• Bachelor’s degree in any discipline (preferred).
• 1‑3 years of experience in customer support, preferably in banking/fintech or fraud operations or payments.
• Strong communication skills (verbal and written) in Hindi & English.
• Ability to work in shift‑based environments, including weekends if required.
• Good analytical and problem‑solving abilities.
• Ability to handle sensitive situations with professionalism and empathy.
• Familiarity with banking processes, UPI transactions, and fraud prevention (preferred).
• Proficiency in MS Office and customer support tools.

Brownie Points for

• Experience mentoring juniors or managing agency/vendor partners.
• Exposure to credit or payment products and their risk/compliance nuances. Familiarity with predictive models (churn or upsell propensity) and large‑scale marketing automation.