About The Team
The Senior Fraud Operations Agent will play a key role in preventing, detecting, and mitigating fraudulent activity across the platform. This role involves managing appeal cases, analyzing suspicious behavior, and working closely with internal teams to strengthen fraud controls and risk frameworks. The ideal candidate possesses strong investigative skills, data-driven decision-making abilities, and the capability to operate efficiently while meeting established SLAs.
Job Description
- Investigate and resolve fraud-related customer appeals accurately and professionally, ensuring clear documentation of findings and decisions.
- Manage fraud cases within defined SLAs, prioritizing high-risk or sensitive cases to ensure timely and high-quality resolution.
- Continuously assess and optimize fraud workflows, escalation paths, and classification logic to improve detection accuracy and operational efficiency.
- Collaborate with internal teams to assess suspicious activity, recommend mitigation measures, and support fraud prevention strategies.
- Analyze behavioral and transactional patterns to identify emerging fraud trends, elevated risk signals, and areas requiring policy or rule enhancement.
- Prepare reports, insights, and case findings to support decision-making and fraud risk management discussions.
Experience in any of the following areas will be an advantage:
- Handling National Fraud Portal (NFP) submissions and coordination
- Managing BNM Kijang reporting workflows
- Familiarity with Suspicious Transaction Reporting (STR) requirements
- Knowledge of Real-Time Payments Platform (RPP) fraud operations
- Investigating chargeback fraud cases
- Ability to use SQL and spreadsheets to extract, analyze, and visualize data to support fraud strategy and policy decisions
Requirements
- Bachelor's degree in a relevant field or equivalent professional experience.
- 2–4 years of experience in FinTech or a related industry, ideally in a control function such as Fraud, Compliance, Risk, or Audit.
- Strong analytical, investigative, and critical-thinking skills with a data-driven mindset.
- Excellent communication skills, particularly in documenting findings and presenting written analysis.
- Proven ability to work independently and adapt in a fast-paced, evolving environment.
- Demonstrated ownership and accountability in managing tasks and case outcomes.
- Familiarity with fraud detection processes, investigation techniques, and risk assessment methodologies.
- Knowledge of relevant regulatory requirements and compliance standards applicable to the fintech or payments industry.
