Sr Analyst- Fraud /Card dispute-TA Surbhi Malhotra

Location -Noida

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Job Description Fraud Operations Analyst / Senior Fraud Analyst

Department: Financial Crimes / Fraud Operations
Location: Noida
Shift: Rotational / US Business Hours Coverage

Role Summary

We are looking for detail-oriented and analytical professionals to support real-time fraud monitoring and alert review across Debit Cards, Credit Cards, IVR/Call Center interactions, Tokenized Wallet activity, and suspected fraud reporting queues. The role is responsible for identifying suspicious activity, validating transactions, protecting customers from fraud losses, and ensuring timely action on compromised accounts.

The position plays a critical role in improving customer experience, reducing fraud losses, lowering inbound call center volumes, and strengthening fraud detection controls through accurate and timely investigations.

Key Responsibilities

1. Actimize Debit Card Alerts Review

• Perform real-time review of debit card fraud alerts through analytical transaction assessment.
• Identify valid vs unauthorized transactions based on fraud indicators and customer behavior patterns.
• Block compromised cards, delete stored tokens, and arrange reissue of replacement cards where required.
• Ensure quick resolution to improve customer experience and reduce inbound support calls.
• Identify emerging fraud trends and escalate patterns in real time.

2. Undetermined Suspected Fraud Cases Review

• Review daily reports of cards with multiple undetermined suspicious transactions.
• Contact customers to verify activity and confirm legitimacy.
• Warm cards where customer contact is unsuccessful, as per policy guidelines.
• Escalate suspicious activity for further action to minimize future losses.

3. Pindrop Alerts Review

• Monitor high-risk IVR and banker/customer interaction alerts.
• Review voice, device, and behavioral analytics to identify suspicious interactions.
• Support proactive fraud prevention in contact center channels.
• Improve tagging accuracy and investigative outcomes.

4. Suspected Fraud on Tokenized Activity Review

• Review fraud alerts related to compromised cards linked to digital wallets.
• Detect unauthorized tokenized transactions early.
• Take preventive actions to stop continued usage and reduce unrecoverable losses.

5. Credit Card Alerts Review

• Review credit card fraud alerts in TSYS queues.
• Analyze transactions for suspicious behavior and false positive indicators.
• Close compromised cards, remove stored tokens, and issue replacements.
• Support fraud rule tuning by accurate tagging of true fraud vs false positives.

Required Skills & Competencies

• Strong analytical and decision-making skills
• Understanding of fraud risk indicators and transaction patterns
• Knowledge of card fraud lifecycle (Debit/Credit)
• Experience in fraud tools such as Actimize, TSYS, Pindrop preferred
• Excellent verbal and written communication skills
• Ability to handle customer verification calls professionally
• High attention to detail and accuracy
• Ability to work in real-time alert environments with strict SLAs
• Good judgment under pressure

Eligibility Criteria

Experienced Fraud Analyst

• 2+ years of fraud operations / card operations / financial crime experience

Success Measures / KPIs

• Productivity per standards achieved
• Fraud detection accuracy
• False positive reduction
• SLA adherence
• Quality scores
• Customer experience outcomes
• Loss prevention value generated
• Escalation quality and timeliness