Fraud Specialist Manila - International Consumer Bankingnew

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