Customer Fraud Liaison Officer

JN Bank Limited invites applications from suitably qualified professionals for the position of Customer Fraud Liaison Officer.

This role serves as the critical link between customers, the Bank, and investigative teams in cases of suspected or confirmed fraud. The successful candidate will play a key role in protecting members, coordinating fraud response efforts, and delivering a high level of customer care during sensitive situations.

Level: Supervisory 

Communication

• Contact customers to verify suspicious or unusual card transactions flagged by fraud monitoring systems.
• Provide clear, concise, and supportive communication during verification calls to help customers confirm transaction details and gather essential information for investigations.
• Liaise with social media teams to ensure appropriate and timely responses to customer comments or queries relating to fraud or card security issues.

Fraud Prevention and Coordination

· Guide members through immediate steps following suspected or confirmed fraud (e.g., blocking cards, securing online banking access).

· Educate members about common scams, emerging fraud schemes, phishing attempts, and social ‑ engineering tactics.

· Explain fraud ‑ prevention tools, card ‑ security features, alerts, and recommended protective measures.

· Monitor patterns of suspicious behaviour shared during customer interactions and communicate these promptly to the investigative team.

· Support investigations by gathering and sharing relevant customer information and transaction details obtained through member interactions.

Customer Service

• Coordinates with internal units including Card Operations, Contact Centre, Centralized Operations, Corporate Integrity Unit, and Customer Experience & Service Recovery team, to ensure timely, end ‑ to ‑ end resolution of customer issues.

• Provides timely follow ‑ up to customers, ensuring they receive updates on investigation progress, resolution timelines, and restitution procedures.

• Demonstrates empathy, patience, and professionalism when supporting members who may be distressed or anxious due to fraudulent activity.

• Ensures all communication with customers is aligned with organizational service standards and delivered with clarity and respect

Qualifications & Experience

• Bachelor’s degree in Management, Business Administration, or a related field
• Minimum of five (5) years’ experience, including two (2) years at a supervisory level
• Experience with fraud detection systems and transaction monitoring tools
• Strong knowledge of fraud investigation and reporting techniques

Skills & Competencies

• Strong analytical and problem-solving abilities
• High attention to detail and sound judgment
• Excellent written and verbal communication skills
• Ability to work under pressure and meet tight deadlines
• High level of integrity, professionalism, and confidentiality
• Proficiency in Microsoft Office, particularly Excel