fraud analyst (customer protection Associate)Remitly Inc.

The Customer Protection Associate will oversee daily fraud screening and compliance workflow to ensure to timely delivery of customer transactions. They will support operations by ensuring a strong process for Risk management and governance on fraud prevention and control. This person will also have an understanding in bank compliance and risk management understanding that will ensure an effective communication with the customer on what they need to have their transaction push through.
Job Requirements:
TRANSACTIONS
Monitors real time queues and identifies high risk transactions within the business portfolio.
Observes customer transactions to identify fraudulent activity such as account take over, friendly fraud, theft and similar other risks.
Reports identified fraudulent transactions to the leadership team.
Resolves queued transactions within the service level agreements to reduce potential customer dissatisfaction and revenue losses.
Recommends anti-fraud processes for changing transaction patters and trends.
Identify suspicious activity and unusual patterns that could result to fraud which includes AML issues and activities reported by other staff members.
Contacts customers and banking institutions to verify legitimate transactions and payment information.
Documents all interaction and findings in Desk.com and CRM.
Takes inbound and outbound calls requesting customers for additional documents for KYC, compliance, and/or to mitigate risk behavior.
Observes customer transactions to identify fraudulent activity such as account take-over, friendly fraud, theft and similar other risks.
Reports identified fraudulent transactions to the leadership team.
Recommends anti-fraud processes for changing transaction patterns and trends.
Identify suspicious activity and unusual patterns that could result to fraud which includes AML issues and activities reported by other staff members.
Contacts customers and banking institutions to verify legitimate transactions and payment information.
Will provide critical support as needed to handle escalations and process Risk Reviews.
Partner and provide service effectively with the Customer Service and Risk Operation Team.
CUSTOMER SERVICE SUPPORT
Answers queries from the Customer Service queue to ensure continuous learning of the Company's processes.
Receives incoming calls, emails, and chat from customers in a professional, timely and appropriate manner.
Provides accurate resolution to all customers needs that is within predefined guidelines.
Serves as backup support for CS team when needed.
Answers transferred calls from the CS team regarding transactions that are currently on review or resulted to dissatisfaction due to the review process.
Receives transferred calls for "Challenge Questions".
Qualifications:
Candidate must possess at least a Bachelor's degree of any course.
At least one (1) year of working experience in e-commerce fraud prevention, quality control or related field.
At least two (2) years working experience handling customer service in a BPO/Call Center environment, preferably under a financial account.
Exceptional analytical and problem solving skills, including the ability to recognize non-obvious patterns.
Excellent English communication skill both in speaking and writing.
Has the ability to multi-task and perform duties with high accuracy and strong degree of urgency with minimal supervision.
Proven ability to work in fast paced dynamic environments where decisions are made without compromising on customer experience and financial losses
Amenable to work on a shifting schedule and during declared holidays.
Demonstrate flexibility to work overtime hours based on business needs.
Willing to work onsite- Greenfield District Mandaluyong City