ZigZag is looking for a Fraud Operations Analyst to join our team!

About our Client

Our client focuses on mid-market and enterprise-level business customers in the world of integrated financial services, including payments, FX, fraud management, reconciliation and more.

Founded in 2010, our client’s consumer brand, CurrencyFair, is a global cross-border payments fintech serving individuals and small businesses who want faster, cheaper foreign exchange.

It was founded in 2010 and has a global regulatory footprint across the USA, Europe, the UK, Singapore, Hong Kong and Australia.

About our role

Key Responsibilities:

• Ensuring all merchants meet KYC requirements and prevent payouts to fraudulent sellers.
• Minimise our client's exposure to fraud incidents and possible financial losses as a result of fraud.
• Ensuring that our client 
• adheres to agreed service level for BPAY and NPP disputes.
• Responding to fraud queries from internal and external stakeholders and making informed decisions on suspect transactions that have been escalated for further review.
• Recording fraud incidents or occurrences and taking effective steps to remediate and minimise financial impact.
• Resolve customer queries, escalations, and/or investigations from internal and external channels in relation to fraud.
• Ensure quality assurance standards are consistently met.
• Risk Mitigation: Identify and escalate potential risks, trends, or emerging issues related to financial crimes or regulatory compliance. Apply critical thinking to discover, report, and implement potential process improvements.
• Documentation: Document and update trackers with the information needed in the account profile and recommend good process and update necessary.
• Performance: Ensures individual and team KPIs and SLAs are met.
• Improvement: Proactively engage in process improvement with high diligence and ownership.
• The responsibilities within this Job Description may vary in line with changing business and operational requirements.

Experience required:

• Monitoring transactions and account activity to identify and investigate irregular patterns that may indicate fraudulent activity.
• Utilizing fraud detection software and analytical tools to screen and analyze data for signs of fraud.
• Conducting thorough investigations of suspected fraud cases, compiling evidence and documenting findings.
• Communicating with customers to verify transactions and educate them on fraud prevention measures.
• Be highly methodical and process-orientated for critical tasks, while still showing innovation when necessary.
• Be able to create work instructions and ensure adherence to processes via quality checks.
• Proactively identify, analyse and improve upon existing manual business processes, and identify opportunities for automation.
• Be good with people, technical language, and have robust written and verbal communication skills.
• Be able to define problem statements before jumping into solution mode.
• Be a fast-learner and easily adapt to new ways of working.

Qualifications
 

• Bachelor’s Degree in any related field.
• 2-3 years' experience in fraud management is an advantage.
• Ability to interpret data and patterns discovered in it, problem solving skills.
• Attention to detail.
• Keen to follow instructions and processes.
• Amenable to working extended hours and even during holidays.
• A team and people person.
• Resourceful, proactive, flexible, and comfortable working in a fast-paced environment.
• Good communication and interpersonal skills.

Nice to Haves

• Knowledge of data analytics – strong in using Excel, SQL, and/orother analytical tools, but not hard requirement
• Knowledge in e-commerce, fintech, banking, or digital financing Knowledge of Google applications (spreadsheet, docs, etc.) and Salesforce
• Knowledge of any 3rd-party tool in identifying fraud

Benefits:

• HMO for the employee +1 dependent
• Equipment provided by the Client
• Flexible Work Environment
  o WFH - onsite once every quarter, or as directed from time to time
• Collaborative & Inclusive Company Culture
  o Work with a diverse, supportive, and high-performing team that values your contributions.
  o A company culture built on trust, integrity, and respect, where your voice is heard and valued.