Fraud Prevention Agent

Overview

Fraud Analysts are responsible for monitoring, investigating, and resolving potential fraud across accounts, funding, and transaction activity. The role focuses on accurate alert triage, in-depth case investigations, and strong documentation that aligns with the client’s fraud playbooks. Analysts identify patterns such as scams, synthetic identities, mule activity, and account takeovers while maintaining high decision quality and adherence to SLAs.

Responsibilities

Fraud Monitoring & Case Management: Proactively review alerts across accounts,

funding, and transactional activity, ensuring accurate identification and triage of

potential fraud.

Investigation & Decisioning: Analyze anomalies such as scam indicators, device

fingerprinting discrepancies, mule activity, and social engineering patterns. Document

decisions clearly and follow the client’s defined escalation and approval paths.

Queue Management: Maintain timely and prioritized management of fraud alerts to

meet defined SLAs for acknowledgment, investigation, and resolution.

Qualifications

Core Skills & Competencies

• Excellent written & verbal communication skills, demonstrated through assessments & conversation.
• Ability to compose clear, professional, and grammatically accurate case notes, email responses, and documentation updates.
• Strong comprehension skills for interpreting compliance requirements, KYC documentation, and workflow instructions.
• Ability to pass a standard typing test (recommended benchmark: 25–35 WPM with high accuracy).
• Proficient with common office and case management tools (e.g., CRM systems, ticketing platforms, document review tools).

Service Mindset & Behavioral Attributes

• Strong service orientation with a commitment to accuracy, ownership, and timely case resolution.
• High attention to detail and ability to identify discrepancies or red flags & anomalies.
• Demonstrates reliability, integrity, and consistent performance in structured, metric driven environments.

Experience Requirements

• 1year of experience supporting financial services or payments industry clients in topics such as fraud prevention, financial crimes, or consumer KYC (Preferred)
• Proven experience handling complex customer interactions or casework in a contact center or BPO environment (preferred).

Education

High school diploma required; college degree or vocational certification is a plus.

Compliance‑related training (AML, KYC, fraud prevention) is preferred but not required.