Bulge Bracket Investment Banks

Posted 16 days ago

No clicks

**"Fraud Specialist Manila - International Consumer Banking**: Investigate suspected fraud, support customers via phone and chat, and protect accounts in our high-quality service environment. Key responsibilities include reviewing exceptions, validating transactions, resolving cases, and collaborating for fraud prevention strategy enhancements. Seeking 1+ year of fraud contact center experience, minimum college education, and strong communication skills.

Compensation: Not specified
City: Manila
Country: Not specified

Full Job Description

Location: Metro Manila, National Capital Region, Philippines

Help protect customers and strengthen trust by delivering high-quality fraud support in a fast-paced environment. You will combine customer care with investigation skills to identify concerns, take appropriate action, and resolve cases efficiently. You will collaborate with teammates to improve processes and share insights that enhance prevention and detection. If you enjoy problem-solving and clear communication, this role offers meaningful impact with every interaction.

As a Fraud Specialist in our Fraud Operations team, you will support customers through phone and chat while identifying and responding to suspected fraudulent activity. You will use sound judgment to investigate concerns, explain next steps clearly, and help protect customers and the organization from loss.

#ICBCareer

Job responsibilities

Review onboarding exceptions and decide whether to proceed based on defined criteria

Review transaction exceptions and contact customers when needed to validate activity

Identify, document, and resolve fraud-related issues reported by customers

Verify customer details and review security information and account activity to determine the suspected fraud type

Initiate and manage investigations by capturing required details and setting appropriate case actions

Analyze fraud trends and recommend procedure and strategy improvements to strengthen prevention, detection, and customer experience

Investigate cases for potential recovery opportunities and appropriate follow-up actions

Mitigate losses from high-risk and fraudulent monetary and non-monetary transactions by taking timely action

Follow applicable regulatory, legal, policy, and audit requirements in all case handling

Provide customer support for everyday account servicing needs, including disputes or claims, payments processing, and general account maintenance

Capture, track, and resolve customer complaints within agreed service levels

Required qualifications, capabilities and skills

1 year of experience in a fraud contact center environment supporting card customers

Baseline knowledge of fraud prevention and detection in a financial services setting

Completed at least 2 years of college, a 2-year vocational or certificate course, or high school graduate

Must be willing to start in August 2026

Must be willing to work rotating schedules and shifts

Must be willing to work fully onsite

Ability to support customers across phone, chat, and back-office work as needed

Strong verbal and written communication skills for both external and internal customers

Proficiency with Windows operating systems and Microsoft Office tools

Preferred qualifications, capabilities and skills

Experience supporting more than one line of business

Exposure to fraud investigation workflows across multiple case types or queues

Exposure to AI-enabled tools and willingness to adopt emerging technologies that support process improvement and operational excellence

Investigate suspected fraud and support customers via phone and chat while protecting accounts and ensuring high quality service.

Full Job Description