Senior Lead, Fraud Wallet Support

CORE PROFILE

The Senior Lead, Fraud Wallet Support is responsible for overseeing the entire investigation process for fraud-related cases for all wallet products and transactions, ensuring efficient and urgent handling, investigation and resolution. This role involves leading the team of fraud wallet support staff and collaborating with various units.

NATURE OF WORK

• Oversee a team of fraud wallet support staff responsible for handling fraud cases regarding all transactions and products from the wallet, ensuring timely resolution and optimal decision-making.
• Provide guidance on the prioritization and management of fraud cases.
• Work closely with internal departments, such as Legal, Customer Support Group, Information Security, and Risk and Compliance, to provide fraud-related support and guidance.
• Continuously improve fraud investigation processes to ensure efficiency and effectiveness in resolving complex issues.
• Provide coaching and training to team members on fraud detection techniques, escalation protocols, and best practices for managing fraud cases.
• Ensure that fraud investigation processes comply with internal policies, BSP regulations, and legal requirements.
• Work to minimize the impact of fraud on customers by maintaining customer-focused resolutions and addressing concerns promptly.
• Ensure Service Level Agreement is aligned on internal policies and BSP regulations to avoid any possible litigation

DISPLAYED SKILL MASTERY

BEHAVIORAL SKILLS STACK

• Ability to work in a fast-paced, entrepreneurial, results-oriented culture
• Critical thinker with a high sense of urgency and accountability.
• Good display of interpersonal skills, a sense of connection and belonging.
• Methodical approach with high attention to detail and ability to work independently and as part of a team.
• Ability to make business decisions within his functional level, propose improvements, and manage tasks with minimal supervision

TECHNICAL SKILLS STACK

• Business and Product Awareness
• Strong technical, analytical and (written and verbal) communication skills
• Excellent aptitude for research and data analysis
• SQL & Database Querying for extracting and analyzing transactional and fraud data
• Excel (Advanced) for using pivot tables, VLOOKUP, macros, and formulas for data analysis
• Knowledge on legal procedures

REQUIRED QUALIFICATIONS

• Graduate of any Bachelor's Degree
• Minimum of 5 years of experience in fraud investigation and risk management.
• Minimum of 2 years experience on leadership and supervisory experience managing teams
• Strong understanding of banking products and services
• With operational experience in the areas of Banking, Audit, Analysis and Investigation
• Experience in digital forensics, fraud investigation, cybersecurity, or a related area within the financial technology (FinTech) industry.
• Background on BSP regulations is a plus
• Excellent interpersonal skills, verbal and written communication skills and a strong customer-focus orientation.