Fraud Risk Investigation Oversight & QA

UBL - United Bank Limited; Karachi Division; On-site; PKR 16,667,000 - 25,000,000; Full time

Job summary

UBL - United Bank Limited is seeking a Fraud Risk Investigation Oversight & QA professional to validate fraud determinations, oversee customer remediation, and ensure QA of alert dispositions across GCC monitoring operations.

The role requires 3–5 years in fraud investigations or QA within regulated banking, with knowledge of GCC regulations and experience managing QA findings, logs and refunds.

Qualifications

• 3–5 years of fraud investigation or QA in a regulated bank or payment institution.
• Experience reviewing transactional fraud across multiple payment types.
• Strong knowledge of customer remediation, including chargebacks and refunds.
• Experience with QA or audit sampling of operational case handling.
• Familiarity with GCC/UAE regulations and vendor QA oversight.

Responsibilities

• Design and implement a structured QA program for alert dis-positioning.
• Conduct QA sampling of closed alerts to assess decision quality.
• Produce QA findings reports with recommendations and remedial actions.
• Track QA findings through to resolution and ensure corrective actions are implemented.

Skills

Fraud investigation

QA program design

Policy compliance

Data analysis

Attention to detail

Written communication

Education

Bachelor's degree in a relevant discipline

Certified Fraud Examiner (CFE) or working towards certification

Tools

Fraud case management systems

Investigation platforms

Job description

The Fraud Risk Investigation Oversight & QA role is responsible for the confirmation of fraud cases, oversight of the customer remediation process, and the quality assurance of alert dis-positioning across the GCC’s fraud monitoring operations. The role holder acts as a critical control in the fraud life-cycle, ensuring that investigated cases are accurately assessed, customer refunds are appropriately processed and supported, and that the standards applied by investigation staff — whether internal or third-party — meet the Bank policies, SOPs and regulatory expectations.

Key Responsibilities

• Review and confirm fraud case determinations made by investigation staff, applying the GCC’s fraud case confirmation criteria and policy standards before cases are closed as confirmed fraud or not-fraud.
• Act as the second-line review for complex, high-value or disputed fraud cases, ensuring appropriate evidence has been gathered, documented and assessed before a final determination is made.
• Maintain a case confirmation log and ensure all confirmed fraud cases are recorded accurately in the GCC's case management system with complete supporting documentation.
• Identify patterns across confirmed fraud cases that may indicate systemic weaknesses in detection, investigation quality or customer on-boarding controls, and escalate findings to the Head of Fraud Risk.
• Support the end-to-end customer refund process for confirmed transactional fraud cases, ensuring refunds are processed accurately, within agreed timescales and in accordance with the GCC's customer restitution policy.
• Review refund recommendations from investigation staff and provide oversight sign-off for refunds above defined thresholds, ensuring appropriate authorization controls are applied.
• Monitor the status of open refund cases and elevate aged or stalled cases to the Head of Fraud Risk to prevent regulatory or reputational risk arising from delayed customer remediation.
• Maintain accurate records of customer remediation outcomes and contribute to refund MI reporting, including total value of funds returned, recovery rates and case closure timelines.

Quality Assurance — Alert Dis-positioning

• Design and implement a structured QA program for alert dis-positioning, covering both internal investigators and any outsourced or augmented investigation resource.
• Conduct regular QA sampling of closed alerts — including both confirmed fraud and cleared (not-fraud) dispositions — to assess the quality, accuracy and consistency of investigator decision-making against the GCC's SOPs and policy.
• Produce QA findings reports for the Head of Fraud Risk, identifying systemic errors, training gaps, SOP ambiguities or process weaknesses, together with recommended remedial actions.
• Track QA findings through to resolution, maintaining a findings register and ensuring corrective actions are implemented and re-tested within agreed time-frames.

Vendor / Outsourced Investigation QA

• Where fraud monitoring is outsourced or augmented by a third-party vendor, extend the QA program to cover vendor investigator outputs, with findings escalated through the vendor relationship management framework.
• Attend periodic operational review meetings with the vendor to present QA findings, agree corrective action plans and monitor SLA performance against quality metrics.
• Maintain QA evidence to support the GCC's third-party oversight obligations under regulatory requirements.

Training, Calibration & Knowledge Management

• Use QA findings to identify training needs for investigation staff and work with the Head of Fraud Risk to develop targeted coaching, calibration sessions and SOP updates.
• Maintain a fraud case library of anonymized illustrative cases — covering confirmed fraud, borderline cases and common QA errors — to support investigator training and calibration exercises.
• Contribute to the development and refresh of fraud investigation SOPs, ensuring guidance is clear, current and reflects lessons learned from QA and case review activity.

Reporting & Governance

• Contribute to the Branch's fraud MI suite by providing QA and case confirmation metrics, including confirmation rates, QA error rates, refund processing timelines and case age analysis.
• Support preparation of materials for the GCC Fraud Management Meeting and senior management reporting, highlighting QA themes, case quality trends and remediation performance.
• Maintain all documentation, case records and QA to support internal audit review and regulatory examination.

Experience, Qualification & Skill set

• Minimum 3–5 years of experience in fraud investigation, fraud operations or fraud quality assurance within a regulated bank or payment institution.
• Experience reviewing and confirming transactional fraud cases across multiple payment types.
• Solid understanding of customer fraud remediation processes, including charge back and refund handling.
• Experience conducting structured QA or audit sampling of operational case-handling decisions.
• Strong attention to detail and ability to apply policy and procedural standards consistently across case reviews.
• Clear and professional written communication skills for QA reports and case documentation.
• Bachelor's degree in a relevant discipline or equivalent professional experience.
• Certified Fraud Examiner (CFE) or working towards certification.
• Experience operating in a UAE or GCC-regulated bank, with familiarity with GCC regulations.
• Exposure to outsourced or hybrid fraud monitoring environments, including vendor QA oversight.
• Experience with fraud case management systems and investigation platforms.