Fraud Investigator (Fraud Resolution Team)

RecruitFirst; Singapore; On-site; SGD 46,000 - 55,000; Full time

Benefits offered by this job

1-Month Completion Bonus

Job summary

RecruitFirst is hiring a Fraud Investigator to join the Fraud Resolution Team, outsourced to our client. You will investigate customer complaints relating to suspected fraud, scams, transaction declines, account restrictions and fraud prevention measures.

The role involves reviewing scam relief cases, providing fair resolutions, and working with internal stakeholders to address customer concerns. You will document evidence, prepare investigation reports, ensure compliance with governance

Qualifications

• Diploma or Degree in Banking, Business, Finance, Law, Criminology, Risk Management or a related discipline.
• Prior experience in fraud operations, fraud risk management, complaint handling, investigations, customer advocacy or banking operations will be an advantage.
• Good understanding of fraud prevention controls, scam risk management and banking or card operations.
• Experience reviewing transaction records, fraud monitoring outcomes and customer interactions will be an advantage.
• Strong analytical, critical thinking and problem-solving skills.
• Able to assess evidence objectively and make fair, well-supported decisions.
• Strong report-writing, documentation and communication skills.
• Able to work independently and collaborate effectively with different stakeholders.
• Proficient in Microsoft Office applications, particularly Excel, Word and PowerPoint.

Responsibilities

• 1. Fraud Investigation & Complaint Resolution: Conduct end-to-end investigations into customer complaints involving fraud, scams and banking security controls.
• 2. Scam Relief & Case Review: Review scam-related investigations and assess potential relief options for affected customers.
• 3. Stakeholder Management & Process Improvement: Liaise with Fraud Operations teams, Business Units and other internal stakeholders to investigate and resolve customer complaints.
• 4. Governance & Reporting: Ensure investigations comply with internal governance standards, complaint handling procedures and applicable regulatory requirements.

Skills

Analytical thinking

Detail-oriented

Fraud awareness

Investigations

Report writing

Stakeholder communication

Independent contributor

Education

Diploma or Degree in Banking/Business/Finance/Law/Criminology/Risk Management

Tools

MS Office (Excel, Word, PowerPoint)

Job description

Fraud Investigator (Fraud Resolution Team)

Location: Toa Payoh, Singapore
Salary: Up to S$4,500 per month
Additional Benefit: 1-Month Completion Bonus
Contract Duration: 1 Year

Job Summary

RecruitFirst is hiring!
You will be outsourced/deployed to our client as Fraud Investigator

We are seeking a detail-oriented and analytical Fraud Investigator to join the Fraud Resolution Team (FRT). You will be responsible for investigating customer complaints relating to suspected fraud, scams, transaction declines, account restrictions and fraud prevention measures.

The role also involves reviewing scam relief cases, working closely with internal stakeholders and recommending fair resolutions while ensuring compliance with internal policies and regulatory requirements.

Key Responsibilities

1. Fraud Investigation & Complaint Resolution

• Conduct end-to-end investigations into customer complaints involving fraud, scams and banking security controls.

• Review cases involving declined transactions, blocked cards, restricted accounts, fraud alerts and scam prevention measures.

• Examine transaction records, system logs, customer interactions and investigation findings to establish facts.

• Assess whether fraud prevention measures and operational procedures were appropriately applied.

• Prepare clear investigation reports with supporting evidence, findings and recommendations.

• Ensure customer complaints are resolved accurately and within established timelines.

2. Scam Relief & Case Review

• Review scam-related investigations and assess potential relief options for affected customers.

• Evaluate and recommend fair and appropriate relief arrangements for scam victims.

• Work with internal stakeholders to address customer concerns relating to scam-related loan conversion requests and relief arrangements.

• Provide clear explanations and updates to relevant stakeholders regarding case findings and proposed resolutions.

3. Stakeholder Management & Process Improvement

• Liaise with Fraud Operations teams, Business Units and other internal stakeholders to investigate and resolve customer complaints.

• Obtain relevant evidence, system records and supporting information from investigation teams.

• Identify root causes, recurring complaint trends and opportunities to improve customer experience.

• Support escalated cases involving senior management, regulatory bodies and external dispute resolution channels.

• Recommend improvements to existing fraud prevention processes, policies and operational controls.

4. Governance & Reporting

• Ensure investigations comply with internal governance standards, complaint handling procedures and applicable regulatory requirements.

• Maintain accurate investigation records, case documentation and management reports.

• Support audit reviews, quality assurance assessments and regulatory enquiries when required.

Job Requirements

• Diploma or Degree in Banking, Business, Finance, Law, Criminology, Risk Management or a related discipline.

• Prior experience in fraud operations, fraud risk management, complaint handling, investigations, customer advocacy or banking operations will be an advantage.

• Good understanding of fraud prevention controls, scam risk management and banking or card operations.

• Experience reviewing transaction records, fraud monitoring outcomes and customer interactions will be an advantage.

• Strong analytical, critical thinking and problem-solving skills.

• Able to assess evidence objectively and make fair, well-supported decisions.

• Strong report-writing, documentation and communication skills.

• Able to work independently and collaborate effectively with different stakeholders.

• Proficient in Microsoft Office applications, particularly Excel, Word and PowerPoint.