FRAUD OPERATIONS OFFICER

Metrobank; Philippines; On-site; PHP 250,000 - 390,000; Full time

Job summary

Metrobank is seeking a Junior Officer for Fraud Operations to support daily handling of fraud-related queries, requests, or complaints, ensuring timely disposition of alerts and rapid pre-emptive blocking of accounts or funds as needed.

You'll log and analyze fraud cases, escalate trends, manage shifts 24/7, and maintain QA scores while coordinating with branches. Strong communication, analytical and MS Office skills are essential, with willingness to work holidays.

Qualifications

• Graduate of any Business Course.
• At least one year of banking related experience or fraud handling in contact center setting.
• Strong analytical and problem-solving skills.
• Strong verbal and written communication skills for handling sensitive fraud related inquiries.
• Proficiency in Microsoft Office applications such as Word, Excel, and PowerPoint.
• Amenable for a shifting work schedule and working on holidays.

Responsibilities

• Effective resolution of fraud-related concerns across channels, with clear and accurate customer communication.
• Documentation and logging of fraud cases with escalation of emerging fraud trends to appropriate units.
• Workforce management including adherence to shift schedules and 24/7 queue management to achieve 80% GOS and 85% AR.
• Quality assurance and compliance to achieve QA score of at least 80% and ensure regulatory compliance.
• Fraud detection and loss mitigation through timely review of alerts and implementation of preventive controls.
• Coordinate with branches or other units as part of fraud detection procedures.
• Additional duties to support the division and bank.

Skills

Analytical thinking

Problem solving

Communication skills

Education

Bachelor's degree in Business

Tools

Microsoft Office

Job description

To support the Unit’s daily operations in handling fraud related queries, requests, or complaint, and in providing timely disposition of alerted transactions ensuring efficient, effective and accurate information capture and assessment. This includes the rapid pre-emptive blocking of accounts or holding of funds to minimize further fraud loss while consistently adhering to regulatory standards and upholding customer trust across various channels.

Role Exposure:

• Effective resolution of fraud-related concerns across channels, with clear and accurate customer communication, resulting inzero customer complaints due to procedural errors, misinformation, or inefficient handling.

Documentation and Reporting:

• Ensure accurate logging and analysis of fraud cases, including identification of modus and relevant details, with escalation of emerging fraud trends to appropriate units – achieving anerror rate of 3% or lower to maintain data integrity and support proactive fraud prevention.

Workforce Management:

• Ensure adherence to shift schedules and optimize queue management across 24/7 operations to consistently achieve at least 80% Grade of Service (GOS) and 85% Answer Rate (AR), supporting efficient customer handling and service availability.

Quality Assurance and Compliance:

• Ensure quality call handling and strict adherence to fraud procedures to achieve aQuality Assurance (QA) score of at least 80%, supporting consistent service delivery and regulatory compliance.
• Performs efficient and effective fraud detection through accurate and timely review of alerts. Implements appropriate preventive controls while balancing customer experience.

Fraud Detection and Loss Mitigation:

• Acts upon suspicious transactions and behavior by contacting the customer for verification or through the pro-active blocking or disabling of account or card to minimize further loss.
• Coordinates with branches or other business units as part of fraud detection procedure, post-action instruction with regards to suspected or confirmed compromised customer accounts.

Additional Responsibilities:

• Perform other related duties as assigned to support the overall success of the Division and Bank.

Qualifications:

• Graduate of any Business Course
• At least one year of banking related experience or fraud handling experience in the contact center setting
• Strong analytical and problem-solving skills
• Strong verbal and written communication skills for handling sensitive fraud related inquiries.
• Proficiency in Microsoft Office applications such as Word, Excel, and PowerPoint
• Amenable for a shifting work schedule and working on holidays

Other Details:

Rank: Junior Officer

Unit: Fraud Operations/Enterprise Fraud Management/ Anti-money Laundering and Fraud Management

Provider

Description

Enabled

SAP as service provider

• \"route\" is used for session stickiness
• \"careerSiteCompanyId\" is used to send the request to the correct data center
• \"JSESSIONID\" is placed on the visitor's device during the session so the server can identify the visitor