Monitoring Analyst - Fraud Risk & Strategy Operations

Navi; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Navi is seeking a Monitoring Analyst – FRS Operations (Monitoring) to execute outbound calls for fraud alert confirmations across its financial services businesses, currently focused on UPI/Payments. The role requires clear communication and careful handling of sensitive information, with escalation to Investigations and Fraud Intelligence teams.

You will validate suspected fraud, collect required details through structured conversations, document outcomes, and ensure timely handover while

Qualifications

• Strong verbal communication in English and regional language where required.
• Empathy and ability to handle sensitive customer conversations.
• Process-oriented with focus on accuracy and compliance.
• Ability to work independently and in a team.
• Prior CX calling, fraud monitoring or customer verification experience preferred.
• Familiarity with digital lending, payments, or BFSI customer service processes is a plus.

Responsibilities

• Execute outbound IVRS and manual calls to customers flagged in fraud alerts.
• Drive binary confirmation (Fraud / No Fraud) through clear communication.
• Collect relevant details through structured customer conversations for confirmed fraud cases.
• Maintain accuracy, timeliness, and process compliance in all calls and records.
• Document outcomes and ensure smooth handover/escalation to Investigations/Strategy teams.
• Handle sensitive customer conversations with empathy and professionalism.
• Track and report KPIs (hit rate, accuracy, call adherence, TAT).
• Proactively raise anomalies or trends observed during conversations.

Skills

Verbal communication

Empathy

Process discipline

Independence

CX/fraud monitoring experience

Payments knowledge

Job description

The Risk team at Navi is responsible for identifying, assessing, and mitigating potential risks across the organization. The Fraud Risk & Strategy (FRS) team, part of the Risk function at Navi, owns fraud risk prevention, detection and investigation across all of Navi's business. To achieve this, FRS partners with Tech, Product & Analytics teams to define fraud controls, set up alerts as well as identify suspicious patterns through investigations.

The Monitoring (MON) team within FRS is the first line of confirmation for fraud alerts, ensuring timely customer validation and escalation to protect both customers and the company.

About the Role

Navi is looking for a Monitoring Analyst – FRS Operations (Monitoring) to execute outbound customer calls for fraud alert confirmations across its financial services businesses, currently focused on UPI/Payments

.This role is crucial in safeguarding Navi and its customers by validating suspected frauds through IVRS-based and follow-up calls, gathering details where fraud is confirmed, and ensuring timely escalation to the Investigations and Fraud Intelligence teams. The role demands strong communication skills, empathy, and process discipline to deliver accurate outcomes at scale

.This position will report to the FRS Operations Team Lead

What We Expect From Yo

• u Execute outbound IVRS and manual calls to customers flagged in fraud alert
• s. Drive binary confirmation (Fraud / No Fraud) through clear customer communicatio
• n. For confirmed fraud cases, collect relevant details through structured customer conversation
• s. Maintain accuracy, timeliness, and process compliance in all calls and record
• s. Document outcomes and ensure smooth handover / escalation to Investigations / Strategy team
• s. Handle sensitive customer conversations with empathy, ensuring positive experience even in fraud context
• s. Track and report key performance indicators (hit rate, accuracy, call adherence, TAT
• ) Proactively raise any anomalies or trends observed during customer conversation

Must Hav

• es Strong verbal communication skills in English and regional langua
• ges Empathy and ability to handle sensitive customer conversati
• ons Process-oriented, with strong focus on accuracy and complia
• nce Ability to work independently and as part of a t
• eam Prior experience in CX calling / fraud monitoring / customer verification is prefer
• red Familiarity with digital lending, payments, or BFSI customer service processes is an added p

Inside N

avi We are on a mission to make finance simple, accessible and affordable for a billion Indians. Guided by a strong customer-first approach, we are building tech-first solutions that work at scale. Our offerings include a range of financial products and services across Loans, Insurance, Mutual Funds, Digital Gold and

UPI.Founded by Sachin Bansal & Ankit Agarwal in 2018, we are one of India’s fastest-growing financial services organisations. But we’re just getting star

ted!To know more about us, our work, people, culture, values etc., check out navi.com/care

Our Cul

ture At Navi, we’re a place where ambition meets opportunity and ideas turn into impact quickly. We empower people with high ownership from the start, encouraging them to solve meaningful problems and build with excellence. Teams here work in an environment that values speed, collaboration and craftsmanship, while celebrating learning, growth and shared wins along the way. Whether you’re shaping the future of fintech products or driving innovation behind the scenes, life at Navi means being part of a high-energy, talent-driven workplace where your contributions truly make a differ

ence.We’re guided by our own operating system - The Navi OS - a set of principles that shape how we work and win together. You can explore them at navi.com/our-values to see what drives us every

day.If this feels like you, Navi is the place to grow, thrive and make a real im

pact.