Fraud Operations Analyst

About Gen

Gen is a global company dedicated to powering Digital Freedom through its trusted consumer brands including Norton, Avast, LifeLock, MoneyLion and more. Our combined heritage is rooted in financial empowerment and cyber safety for the first digital generations, and today we deliver award-winning cybersecurity, online privacy, identity protection and financial wellness solutions to nearly 500 million users in more than 150 countries.

Together, we share a collective passion and vision to protect consumers and help them grow, manage and secure their digital and financial lives. We’re always looking for smart, fearless and high-impact talent who see AI as a teammate – leveraging it to move faster and deliver meaningful results.

When you’re part of Gen, you’ll have the flexibility, tools and support to do your best work and grow your career – from flexible working options and time off to competitive pay, benefits and well-being programs.

At Gen, we are scrappy and relentlessly customer driven. We create room for healthy debate, experimentation and continuous learning, and we seek out people with different experiences, identities and ideas to join our team. You’ll work with people who back each other, respect each other and understand that our differences are a competitive advantage.

If this sounds like you, we’d love you to be part of Gen.

About the Role

The Kuala Lumpur office is the technology powerhouse of MoneyLion. We pride ourselves on innovative initiatives and thrive in a fast paced and challenging environment. Join our multicultural team of visionaries and industry rebels in disrupting the traditional finance industry!

The Fraud Analyst position will handle fraud-focused responsibilities that include chargeback investigation, reporting and account monitoring. This role will work closely with the Data Science team, Risk team as well as the Customer Care teams monitor activity and notify all parties involved of current or potential trends.

Key Responsibilities

• Conducts comprehensive review of fraud queues, including but not limited to, ACH transfers, proof of authorization, and bank required reporting

• Monitors customer activity for fraud; identifies potential trends and efficiently communicates findings to Fraud Operations colleagues and management

• Performs chargeback disputes investigation and determines validity of claims

• Conducts thorough verification of customer provided document to ensure legitimacy of suspicious accounts

• Maintains positive customer experiences by ensuring quality decision making and adherence to internal SLAs

• Ensures rigorous QA and productivity standards are consistently met

• Collaborates with the Customer Care team as needed to assist in fraud-related inquiries and investigation

• Assists in the identification of areas of needed enhancement and pain points in existing tools

• Performs additional operations supportive tasks, as needed

About You

• Bachelor’s degree, preferably in quantitative fields; equivalent experience considered

• 1+ years in fraud investigation and/or disputes review; banking experience a plus

• Proficient in SQL, Microsoft Office, particularly Excel

• Exceptional communication and writing skills

• Strong attention to detail and problem solving skills

• Handles challenges independently and can pivot quickly when necessary

• Results driven; ensures goals are met and exceeded

• Previous experience partnering with Customer Service teams and/or third-party vendors a plus

What's Next...

• Online Technical Test

• TA Screening Call

• Hiring Manager Interview