Fraud Operations Analyst | Remote | Dayshift

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:

1. Ensuring all merchants meet KYC requirements and prevent payouts to fraudulent sellers.
2. Minimise our client's exposure to fraud incidents and possible financial losses as a result of fraud.
3. Ensuring that our client adheres to agreed service level for BPAY and NPP disputes.
4. Responding to fraud queries from internal and external stakeholders and making informed decisions on suspect transactions that have been escalated for further review.
5. Recording fraud incidents or occurrences and taking effective steps to remediate and minimise financial impact.
6. Resolve customer queries, escalations, and/or investigations from internal and external channels in relation to fraud.
7. Ensure quality assurance standards are consistently met.
8. 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.
9. Documentation: Document and update trackers with the information needed in the account profile and recommend good process and update necessary.
10. Performance: Ensures individual and team KPIs and SLAs are met.
11. Improvement: Proactively engage in process improvement with high diligence and ownership.
12. The responsibilities within this Job Description may vary in line with changing business and operational requirements.

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

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

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

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