CBS - FRAUD ANALYST

Metrobank; Hinoba-an; Hybrid; PHP 360,000 - 600,000; Full time

Job summary

Metrobank in the Philippines seeks a fraud management professional to protect customers and assets. The role focuses on detecting fraudulent transactions, reviewing Day 2 alerts, and reducing potential losses through timely action.

You will conduct customer callouts, coordinate with branches and partners, maintain service levels, and ensure accurate dispute handling while adhering to internal policies and regulatory requirements. Onsite shifting schedule is required.

Qualifications

• Bachelor's Degree holder
• Preferably 1 year of fraud management experience in a financial institution
• Strong written and verbal communication skills
• Proficient in Microsoft Word, Excel and PowerPoint
• Willing to report onsite 100% on a shifting schedule (morning, midshift, nightshift, weekends or holidays)

Responsibilities

• Keeps the Gross Fraud Amount (GFA) and Net Fraud Loss (NFL) within target by reviewing alerts from fraud detection tools.
• Monitors and analyzes target volume of alerts per hour generated by Falcon Case Manager/MCDI for potentially fraudulent transactions.
• Ensures 100% completion in the review of Day 2 alerts and assesses transactions to determine potential fraud.
• Performs callouts to customers, branches or third parties to confirm highly suspicious activities.
• Maintains detection rate by using SMS and email notifications to cardholders and other channels.
• Blocks cards for confirmed fraud and initiates replacement to prevent further losses.
• Registers suspect cards in Mastercard/Visa exception lists to prevent fraud during downtime.
• Enlists or uploads suspect accounts to Falcon, MCDI, or RBA hotlists as needed.

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Job description

Here at Metrobank, we don't simply hire employees-we hone future leaders. We provide opportunities that enhance your skills and unlock your talents, helping you evolve into a well-rounded individual. We supply you with all the pieces you need to do your best work, unleashing your full potential to help you secure your future and lead a fulfilling career. And with Metrobank's strong heart for the community, you have the chance to give back and make worthwhile contributions to our nation's economic and social development. With Metrobank, a meaningful life is within your reach!

Job Summary

The role has a direct impact to managing financial losses. It is responsible for detecting fraudulent transactions and account activities that are triggered by the existing fraud detection tools such as Falcon, MCDI and generated Day 2 reports.

Promotes and provides good customer experience in servicing clients during a call.

Specific Duties & Responsibilities

• Keeps the Gross Fraud Amount (GFA) and Net Fraud Loss (NFL) within target by ensuring immediate, timely and thorough review and handling of cases alerted by the different fraud detection tools.
• Monitors and analyzes target volume of alerts per hour generated by Falcon Case Manager/MCDI that triggers potentially fraudulent transactions.
• Ensures 100% completion in the review of alerts generated by the Day 2 reports. Assessing the transaction patterns, cardholder activities and provides decision on whether the transaction or cardholder activity is potentially fraud.
• Performs callout to the customers, branches or other third parties as necessary to confirm highly suspicious transactions/activities and maintain contact rate within target.
• Keeps detection rate within target by using other channels aside from calling the cardholder to confirm a suspicious transaction/activity such as sending of SMS and email notifications to the cardholders.
• Keeps the Average Loss per Account and Hit Rate within the targets by initiating temporary blocking of card to prevent further fraudulent transactions while maintaining the false-positive ratio within acceptable figure.
• Permanently blocks the card for confirmed fraudulent cases and initiates replacement as necessary to prevent additional losses and avoid customer complaints.
• Registers or enrolls card numbers in the Mastercard or Visa exception list as required to prevent fraud transactions from being approved during downtime to maintain GFA within target.
• Enlists or uploads suspect accounts in the different hotlist of Falcon, or MCDI or RBA based on the description of the compromised data to prevent fraud.

Customer Service:

• Maintains the Grade of Service (GOS ) within identified thresholds by ensuring immediate handling of inbound calls from cardholders responding to our notifications.
• Ensures availability and keeps the Average Call Time (ACT) within agreed thresholds by following the standard inbound spiel to avoid abandoned calls.
• Keeps call accuracy rating within standards by ensuring that appropriate spiels on disputed transactions, malicious reporting, card blocking and replacement were mentioned to the cardholder.
• Maintains zero disaster by ensuring timely filing of disputes in order to immediately recover losses and credit the cardholders' account.
• Traces disputed transactions and sends transaction cancellation requests to acquiring banks and merchants to help customer recover the funds and keep NFL within target.

Additional Responsibilities:

• Acts as back-up to Authorizations to handle merchant calls for transaction approvals, as needed to ensure continuity of work. (Credit)
• Maintains zero internal and external complaints by ensuring compliance to regulatory requirements and internal policies

100% and timely completion of other duties or responsibilities that may be assigned by the Section, Department and/or Division Head

Qualifications:

• Bachelor's Degree holder; Preferably graduate of business course
• Preferably with 1-year experience in fraud management work from any financial institution. Supervisory experience is an advantage
• Communication – satisfactory oral and written communication, interpersonal and leadership skills
• Technical – proficient in Microsoft applications such as Word, Excel and Powerpoint
• Willing to report onsite 100% on a shifting schedule (morning, midshift, nightshift, weekends, or holidays)

Other Details:

Rank: Rank and File

Unit: Consumer Business Sector / Credit Operations Group / Authorizations, Fraud, and Chargeback Department