Fraud Prevention & Response Specialist

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

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.