Fraud Monitoring Analyst
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Key skills for this role
About the Role
TP is hiring a Fraud Monitoring Analyst to perform 24/7 monitoring of suspicious transactions and fraud alerts for a bank in Qatar. The role requires investigating alerts, contacting customers, documenting findings, and escalating cases.
Key Skills for This Role
Responsibilities
- Perform continuous (365/7/24) monitoring of fraud alerts generated by the system or received through other channels
- Review, triage and prioritise fraud alerts in line with approved risk based thresholds and escalation criteria
- Contact customers to verify transactions and gather relevant information using approved scripts
- Escalate high risk, confirmed, or complex cases immediately to permanent staff
- Ensure all actions are accurately documented in fraud case management systems and registers
- Handle fraud related communications from customers, other financial institutions, and payment service providers
- Maintain accurate logs of fraud alerts, fraud registers, customer contacts, escalations, actions taken and pending
- Provide analysis on the performance of parameters to support management in ensuring appropriateness of rules
Requirements
- Bachelor’s degree in Banking, Finance, Accounting, Business Administration, Information Systems, Customer Service or related field
- Minimum 3 years of experience in fraud monitoring, call centre fraud handling, QCB AFCM processes, or banking operations/compliance
- Knowledge of MS Office Applications (Excel, Word, Outlook)
- Prior experience in real time fraud monitoring or customer verification
- Communication skills in English and Arabic preferred
- Ability to work rotating shifts including nights, weekends, and public holidays
Full Job Posting
Job Purpose Summary
- The Fraud Monitoring Analyst is responsible for continuous monitoring, investigation, and escalation of suspicious transactions and fraud alerts within the Bank's 24/7 Fraud Operations function.
- The role supports compliance with QCB AFCM requirements and acts as the first line of operational fraud response outside normal business hours.
Operational & Financial Responsibilities
- Perform continuous (365/7/24) monitoring (after hours, weekends, public holidays and night shifts) of fraud alerts.
- Review, triage and prioritise fraud alerts in line with approved risk based thresholds and escalation criteria.
- Handling fraud suspicion alerts produced by Fraud System, prioritizing high risk cases and initiating immediate actions.
- Contact customers to verify transactions, confirm legitimacy, and gather relevant information using approved scripts.
- Escalate high risk, confirmed, or complex cases immediately to permanent staff.
- Ensure all actions are accurately documented in fraud case management systems and registers.
Customer (Internal & External)
- Act as an operational contact for fraud reports received outside normal business hours.
- Handle fraud related communications from customers, other financial institutions, payment service providers.
- Gather and document relevant information using approved scripts and procedures.
- Support interbank fraud coordination.
- Maintain strict confidentiality, data privacy and professionalism in all customer and external interactions.
- Ensure timely and effective customer protection actions.
- Maintain activities in accordance with Service Level Agreements (SLAs).
Internal (Process, Products, Regulatory)
- Adhere to all approved Fraud response procedures, Escalation playbooks, AFCM communication templates.
- Maintain accurate logs of Fraud alerts, Fraud Registers, Customer contacts, Escalations, Actions taken and pending.
- Support permanent staff by preparing complete case information to enable timely decision making.
- Comply with all internal controls, data protection requirements, and information security standards.
- Ensure that all fraud incidents detected through EFMS or reported through operational channels are logged, assessed, escalated, and tracked to closure.
- Provide analysis on the performance of parameters to support management in ensuring the appropriateness of rules.
- Forward all internal fraud suspicious incidents to the fraud investigations team for appropriate investigations.
Education/Experience Requirements
- Bachelor’s degree in Banking, Finance, Accounting, Business Administration, Information Systems, Customer Service or a related field.
- Relevant experience (min 3 years) in: Fraud monitoring, Call centre fraud handling, QCB Anti Fraud Communication Mechanism (AFCM) processes, Banking operations or compliance functions, preferably within a 24/7 operational environment.
- Knowledge of MS Office Applications (Excel, Word, Outlook mainly).
- Prior experience in real time fraud monitoring or customer verification.
Required Special Skills
- Communication skills in English and Arabic are preferred.
- Strong analytical and investigative skills.
- Ability to assess suspicious activity under time pressure.
- Excellent verbal communication skills for customer interaction.
- Good written documentation skills.
- High attention to detail and discipline in following procedures.
- Ability to work rotating shifts, including nights, weekends, and public holidays.
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