Job Description

Join a team where your analytical skills and independent judgment help protect clients and the bank from fraud. As a Fraud Specialist IV in Cebu Fraud Operations, you will review merchant account activity, assess and research processing patterns, and take decisive action to mitigate losses. You’ll work in a fast-paced, scorecard-driven environment, collaborating with partners and communicating directly with merchants to resolve issues and deliver high-quality service.

As a Fraud Specialist IV in Cebu Fraud Operations, you are responsible for reviewing merchant account activity by navigating multiple system applications, analyzing processing activities, and identifying potential fraud. You make independent, rule- and situation-based decisions to mitigate losses for both merchants and the bank. You ensure transactions in the Auth and Sale cycle are reviewed and approved within set SLAs, communicate with merchants, and resolve escalated requests. You also support leadership tasks, process improvements, and cross-functional collaboration in a dynamic, high-volume environment.

Job responsibilities

• Review and analyze transactional details to identify potential fraud and determine appropriate actions.
• Make independent decisions on case disposition based on assessment and established policies.
• Communicate with merchants in writing and verbally to support case work and respond to inquiries.
• Resolve time-sensitive and escalated requests, handling difficult client issues professionally.
• Explain Merchant Agreement Termination Conditions to merchants as needed.
• Provide current status or required information to merchants via inbound or outbound phone calls.
• Initiate risk-based account terminations and manage placement or release of funds on hold.
• Process risk reserve release requests and own additional leadership tasks as assigned.
• Escalate complex merchant case work and support root cause analysis for production issues.
• Collaborate with Risk and Strategy teams on research and automation opportunities.
• Author or review procedure updates, support department communication, and cross-train on other functions.

Required qualifications, capabilities, and skills

• Individual contributor role requiring phone work to support department needs.
• At least 2 years of experience in financial services in complex roles, including customer interaction (phone or face-to-face), fraud, advanced research, or investigative work.
• Excellent verbal and written communication skills.
• Strong problem-solving, critical thinking, and independent judgment.
• Experience working in a fast-paced, high-volume environment under pressure.
• Ability to prioritize work and manage case aging; adaptable to shifting workloads.
• Strong research and analytical skills.
• Proficiency with computers and multiple tools/applications.
• High accuracy and attention to detail.
• Aptitude for quickly assessing and servicing merchant needs or escalating as needed.
• Strong attendance record and willingness to work longer days to manage case volumes.

Preferred qualifications, capabilities, and skills

• Prior fraud case management experience highly desirable.
• Knowledge of fraud business applications, including Lexis/Nexis and Customer Assist.
• Experience with workflow distribution and queue management.
• Advanced proficiency with Excel for problem solving and reporting.
• Experience collaborating with Risk, Strategy, and Operational Readiness teams.

• Experience authoring or reviewing procedure updates.

• Experience supporting process improvement or automation initiatives.

Required or additional information

• Work schedules will vary based on business needs. Candidates must be willing to work during operating hours, including evenings and weekends.

All application requirements (including updated resume - please include specifics of your career) should be posted, submitted and completed in the Oracle tool.

In partnership, Hiring Managers and Recruiters will review applications to determine which candidates best meet the required skills and experience specified in the job description. While not every application will result in an interview, applications will be acknowledged.