Fraud Investigation Officer 1

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Position Title:  Fraud Operations Officer

Job Summary:

To support the department’s day-to-day operations, ensuring immediate and effective handling of fraud related queries, requests, or complaints. Through operational efficiency, strategic process improvements, and ensuring compliance with regulatory standards, the goal is minimizing financial losses, and upholding customer trust across various service channels. Success in this role will be measured by achieving the following key outcomes:

1. Operational Efficiency: Maintain an 80% grade of service (GOS), an 85% answer rate (AR) for the department, and a 90% individual reliability rate

2. Quality Assurance: Attain a quality assurance (QA) score of at least 80% or higher for fraud related inquiries, request, or complaints

3. Transaction and Error Rates: Ensure that error rate is within the threshold of <3% for fraud-related transactions.

4. Client Experience: Ensure that there are no valid customer complaints due to incorrect procedures, misinformation, and inefficient call handling.

5. Effective Cross-Departmental Collaboration: Foster a culture of collaboration with other units within the division/bank to align fraud processes and strategies across departments including escalation of potential new modus/new fraud trends.

6. Continuous Improvement and Innovation: Championing in continuous improvement within the department by suggesting innovative solutions in fraud operations 

Qualifications:

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  Bachelor's Degree holder

  
  


• Master's Degree is preferred


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  Minimum of ten (10) years of broad experience in Relationship Management and relevant managerial experience im Commercial Banking Operations

  
  


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  Strong executive competencies in the areas of executive and leadership development, managerial coaching and mentoring, and situational assessment skills with proven track records in building and developing high-performance teams.

  
  


• Strong analytical skills and adept in interpreting strategic vision into an operational model.


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  An effective communicator at all levels in the organization, with strong oral, written, and effective presentation skills.

  
  


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  Computer literate, with high level of proficiency in Microsoft Office applications such as word, excel, and Powerpoint

  
  

Other Details:

Rank: Junior Officer

Unit: CBS - Credit Operations Group / Authorizations, Fraud, and Chargeback Department

Location: Metropark, Pasay City