Team Leader Fraud Monitoring
United Bank Limited
Total years of experience :13 years, 6 Months
• Ensure Monitoring of suspicious transactions of UBL Credit Card product on real time basis through “Fraud Guard" Transaction Monitoring Systems from fraud perspective on best effort basis.
• Monitoring of suspicious transactions of Debit Cards / Net-banking & OMNI on an on-going basis through automated Transaction Monitoring Systems FRACTALs from fraud perspective on best effort basis.
• Refer all identified suspicious/fraudulent transactions to investigation unit for detailed investigation.
• Ensure Monitoring of all suspicious merchants and refer to investigation unit for further due diligence and identify negligence / connivance if any at merchants end for taking necessary action.
• Review of various MIS use to streamline various parameters including velocity, spending pattern, count & amount pattern.
• Arrange training session for Fraud Monitoring staff pertains as per need and standard policy guidelines.
• Reviewing Policies relevant with Fraud Monitoring and issuing Acquiring fraud. Double check against departmental policy and process to ensure standards are set according association guidelines.
• Maintain Department Audit Preparation Trail by maintaining strong processes and ensures full compliance as defined in Fraud Monitoring Process Manual and seek periodic guidance from ORBD and Policy Dept.
• Organizing and maintaining of a 24 hour operation environment for pro-active fraud monitoring/detection through cross function co-ordination, preparation of staff work schedule.
• Team building, proper counseling, continuous follow-ups, proper coordination with cross functional teams and focus on implementation with in limited time frame.
• Timely fine-tune of fraud & risk parameters on Credit card portfolio on emerging trend of fraudulent transactions.
• Responsible for the documentation/review of all credit card applications and ensure all are processed strictly as per credit policy.
• Assess credit card applications sourced from Wealth Management and SME confirms to the criteria for Pre-approved cards. Forward applications complete in all respects to card risk supervisor/officer for authorization.
• Channel feedback on credit policies, target segment and quality of applications received and deviations to card risk supervisor/officer.
• Maintain stringent security over control of pending, pipeline applications and documents by strict adherence to control policies and procedures.
• Keep the card risk supervisor/officer advised of material credit, operational weakness and non-compliance with controls that affect portfolio quality.
• Identify fraud applications and take necessary steps to protect bank’s interest.
• Maintaining MIS of applications and customer request processed on daily basis.
• Team member responsible for UAT and successful launch of real time transaction monitoring system Fraud Guard.
• Utilize existing prevention/detection tools to identify and action fraud. Block cards immediately as needed to reduce risk of loss to Cardholders. To monitor card usage for suspicious transactions using the Issuer Monitoring reports as well as the End of Day reports.
• Calling card members to verify the legitimacy of suspicious or ‘out of pattern’ transactions on their credit card with the purpose of reducing fraud losses by early detection and prevention of fraudulent activity.
• To pro-actively detect fraud by identifying the “Common Purchase Point” where cards are skimmed and take preventive measures to avoid any financial losses to the bank.
• Review processes and procedures and determine if enhancements need to be implemented to make the process more efficient.
• To co-ordinate and support other units of the bank such as Collections & Customer Service to prevent financial losses and to maintain high service quality and TAT for customer queries.
• Action and memo accounts with minimal administrative errors, ensuring details are documented to allow full explanation of fraud situation for other team member’s use.
• Monitoring accounts for suspected Money Laundering Activities.
• Reporting fraudulent charges on MasterCard Online, checking of ‘MasterCard Alerts’ for cards, which are potentially compromised or misused.
• Monitor and action the alternate Detection Methods including reports such as merchant bank faxes, approve/decline manual authorization for referred transaction to acquirers using the IARS/GARS and Telex.
• Cancelling of pending authorization, handling ‘Name and Address’ Verification request for CNP transaction.
• Provide customer satisfaction through effective communication and timely resolution for a variety of inquiries. Meet department and individual productivity and quality standards.
• Account information & Online Status of ATM & Credit Card transactions.
• Handling general queries like explaining credit card & account statements to the customer, account finance charge calculation and disputed transaction.
• Credit Card Cheque & Balance Transfer issued from Credit Cards.
• Job responsibilities also included Limit enhancement, card replacement, direct debit set up and Complaint Handling.
• Clarify and explain procedure and products to customer. To capture customer feedback towards continual product development.
• Compile Information and Benchmark operations and use customer feedback to avoid future problems and to improve service quality.
• Retail Banking, Investments, Personal Loans, Auto Loans, Mortgage Loans, Fixed Deposits & Banc assurance Product inquiries.
• Conducting team briefing in regards with new procedural updates.
• Boosting cross-selling efforts by providing valued service and increasing customer retention.
• Identifying, measuring and exceeding customer expectations for increased customer loyalty and retention for business enhancement.
• Top Performer in Balance Transfer & Credit Card Cheques.
Oracle, Java, Visual Basic, System Analysis & Design
Accounts, Statistics and Economics