Fraud & Risk Investigator Associate

FPS Innovation Labs; Davao City; On-site; PHP 312,000 - 469,000; Full time

Job summary

FPS Innovation Labs in Davao City, Philippines seeks a Risk Investigator Associate to join the Customer Protection Team. You will provide support via phone, chat, and email while reviewing transactions and identifying potential fraud to protect customers.

Onsite at Damosa Lanang, you will collaborate with Risk and Customer Success teams, handle KYC/document requests, document findings, and contribute to continuous process improvements.

Qualifications

• At least 1 year of BPO or call center experience in risk and fraud management.
• Experience with risk mitigation and compliance workflows.
• Experience in payment processing or dispute resolution is a plus.

Responsibilities

• Review transactions and information to understand customers while respecting identities.
• Identify fraudulent activities such as account takeovers and friendly fraud.
• Take inbound and outbound calls to request documents for KYC and compliance.
• Document interactions and findings using the organization’s tools.
• Provide timely, accurate resolutions based on customer and market needs.
• Collaborate with Customer Success and Risk Operations teams.
• Support Customer Service as needed and handle escalations.
• Contribute to continuous improvement projects within operations.

Skills

Excellent multitasking

Strong English communication

Customer service orientation

Ability to set expectations

Attention to detail

Time management

Critical thinking

Reliability and commitment

Resilience in routine work

Willingness to work onsite (Davao)

Education

Senior High School or equivalent

College degree preferred but not required

Tools

Web tools experience

AI tools familiarity

Typing speed 35 WPM

Internet navigation skills

Job description

FPS Innovation Labs in Davao City, Philippines seeks a Risk Investigator Associate to join the Customer Protection Team. You will provide support via phone, chat, and email while reviewing transactions and identifying potential fraud to protect customers.

Onsite at Damosa Lanang, you will collaborate with Risk and Customer Success teams, handle KYC/document requests, document findings, and contribute to continuous process improvements.