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Risk Management Analyst

2 months ago


Abu Dhabi, Abu Dhabi, United Arab Emirates ADIB - Abu Dhabi Islamic Bank Full time
Job Description

Role: Fraud Monitoring Specialist

Location: Abu Dhabi

Job Summary:

We are seeking a highly skilled Fraud Monitoring Specialist to join our team at ADIB - Abu Dhabi Islamic Bank. As a Fraud Monitoring Specialist, you will be responsible for monitoring and reporting on transactions risk aspects from issuer/acquirer/e-channels point of view.

Key Responsibilities:

  1. Fraud Monitoring: Monitor transactions 24/7 for all ADIB transactions, including issuer, acquirer, retail, and corporate (BBD & WBG) internet banking, mobile banking, chatbot, and IVR.
  2. Investigation and Reporting: Investigate and check FG/SAS alerts for all ADIB transactions, and report to the Head of Card Fraud on all cases.
  3. Customer Liaison: Contact customers for investigation/transaction confirmation, and log confirmed fraud cases in GRC as incidents with fraud details.
  4. Dispute Resolution: Prepare and send a dispute form to the customer to process the refund, and follow up with the customer to ensure that the dispute form is signed and sent back.
  5. Card Replacement: Create card replacement requests to customers, and collect common fraud cases and do analysis to identify the CPP (Common Point of Purchase).
  6. Liaison with Branches/Departments: Liaise with branches/divisions/departments/member & international banks for transaction confirmation and suspected fraud activities.
  7. Case Clearance: Clear all the cases which alerted in FG/SAS on spot, and review Visa & MasterCard alerts then block and replace the cards.
  8. Documentation and Reporting: Review documents received from chargeback if the customer is involved, and prepare write-off memo for fraud cases with losses for refunding the amount.
  9. Coordination and Communication: Coordinate with other Card Center Units for card deliveries as per customer's requirement, and handle complaints received from various departments for any fraud activity.
  10. MIS and Reporting: Maintain MIS for fraud write-off cases before sending them for chargeback team for further action, and review unauthorized report for debit & covered.
  11. Transaction Review: Review all transactions blocked by VRM and act if needed, and review full day manual log and act if needed.
  12. Hold Transactions and Card Blocking: Extracting and reviewing hold transactions and block card if needed, and update customer and card/channels details in relevant sheets.
  13. Customer Service: Attend all inbound calls from customers, and monitor real-time queues and identify high-risk transactions within the business portfolio.
  14. Transaction Resolution: Resolve queued transactions within the service level agreements to reduce potential revenue losses, and interact with banks and merchants to validate information and confirm or cancel authorizations.
  15. Database Maintenance: Maintain a database of acquiring fraud cases for MIS, and extract and review daily manual log report to check the suspicious transactions.
  16. E-Channels Alerts: Review and monitor E-channels alerts reports/SAS alerts, and review provision VRM blocked or suspected transactions.
  17. Customer Communication: Contact customers to investigate fraudulent activities or confirmation, and raise fraud incidents into GRC.
  18. Fraud Trends and Analysis: Communicate and share with stakeholders new fraud trends, and block all E-channels mobile banking, cards, internet banking etc.
  19. Team Collaboration: Liaise with call center to assist customers in filling disputes & replacements, and respond to emails & queries raised by other teams.
  20. Stop Payments and Blocking: Send stop payments request to bearer banks, and implement mule A/c blocking and control.

Requirements:

  • Graduate with at least 3+ years' experience in banking and at least 2 years in risk management field.
  • Good communication skills: Bilingual is preferred.
  • Good analytical skills.
  • Knowledge of UAE banking practices, regulations & risks.
  • Good knowledge of customer service standards.
  • Sound knowledge of MS Office (Access, Word, Excel, and PowerPoint).
  • Ability to master any banking application (especially Fraud Guard, Prime, Visa Risk Manager, Crystal Reports, CSF, Phoenix, SAS).
  • Leadership skills.
  • Ability to work under pressure.
  • Highly creative.
  • Ability to work in a fast-paced environment.
  • Ability to learn and share knowledge to enhance the customer experience.