Fraud Prevention Specialist (Backoffice)

TELUS Digital; Ciudad de México; On-site; MXN 372,000 - 559,000; Full time

Job summary

TELUS Digital is seeking a Fraud Review Representative to analyze alerts from fraud prevention systems and conduct thorough investigations into potential fraudulent activity. You will assess customer data, transactions, and patterns, determine classifications, and communicate with customers for additional documentation.

You will write detailed narratives, support deactivations when needed, and file SARs while staying aligned with performance metrics and policies. English proficiency is required.

Qualifications

• BA/BS degree preferred, in business administration, Industrial Engineering, or related fields.
• English proficiency at B1/B2 level.
• Experience with financial fraud detection and prevention is desirable.
• Experience with customer due diligence processes is desirable.

Responsibilities

• Review fraud alerts triggered by internal systems and assess indicators.
• Investigate customer details, transactions, and patterns for fraud.
• Make decisions on alert classifications (false positives) and escalate as needed.
• Prepare clear investigation narratives and communicate with customers for documentation.
• Deactivate accounts when necessary and file SARs.
• Identify various fraud typologies and label suspicious payments as required.

Skills

Communication skills

Multi-tasking

Stress management

Attention to detail

Education

BA/BS degree preferred (business administration / Industrial Engineering)

Tools

Transaction monitoring systems

Job description

Ref Number: Req_00158125

Primary Location: Santa Tecla

Time Type: Full time

Workstyle: Onsite

Category: Customer Experience (CX)

Job posted by

Description

Position overview:We are seeking a detail-oriented Fraud Review Representative to analyze and investigate potential fraud alerts within our financial transaction system.

• Review and analyze alerts triggered by internal fraud prevention systems
• Assess customer details, transactions, and patterns to identify potential fraudulent activity
• Make independent decisions on alert classifications:False positive determinations
• Customer Agreement violations
• Cases requiring further investigation
• Confirmed fraud cases
• Communicate with customers to obtain additional documentation
• Write detailed investigation narratives
• Conduct thorough investigations by gathering and analyzing information.
• Execute account deactivations and file Suspicious Activity Reports (SARs)
• Review various types of fraud including scams, unauthorized transactions, and compromised accounts
• Label suspicious payments and es... as needed

• Meeting or exceeding all metrics in your current role or LOB for the last 3 months.
• Minimum of 95% attendance
• Minimum of 1 year as an employee of TELUS International.
• Minimum of 6 months in current position and account.
• No active disciplinary processes.
• Schedule flexibility.

• Managing self development
• Embracing technology
• Focusing on customers
• Giving support

• Strong oral/ written communication skills depending on channel supported
• Strong knowledge of the product/ services being supported
• Ability to manage multiple priorities and time effectively
• Ability to handle stressful situations calmly and professionally
• Knowledge of transaction monitoring systems is a plus
• Understanding of various fraud typologies is a plus

Qualifications

• BA/BS degree preferred, preferably in business administration, Industrial Engineering, or related careers - Desirable

English - B1/B2

• Oral and written comprehension
• Appropriate use of language

• Experience with financial fraud detection and prevention - Desirable
• Experience with customer due diligence processes - Desirable

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

About Company

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.