Anti-Fraud Associate – Senior Level

About the role

The Anti-Fraud Associate supports the 24/7 Fraud Center by leading complex investigations, mentoring junior staff, and ensuring compliance with the Anti-Financial Account Scamming Act (AFASA). This position is critical for protecting customers and the fintech ecosystem from scams and fraudulent activity.

Key responsibilities

• Handle 24/7 telephony anti‑fraud detection, fielding customer calls and reports of suspected fraud, scams, or unauthorized transactions.
• Coordinate money‑trailing efforts with other financial institutions as required by regulations.
• Lead investigation and resolution of complex or escalated fraud cases, meeting AFASA timelines and accuracy standards.
• Perform detailed transaction and behavioural analysis to uncover fraud patterns and prevent recurrence.
• Guide and mentor junior fraud associates on case handling, customer communication, and escalation procedures.
• Respond to system alerts, executing immediate account actions such as blocking or freezing when warranted.
• Collaborate with the Investigations team on high‑risk cases.
• Recommend enhancements to fraud detection systems and operational processes.
• Prepare internal reports on fraud trends, emerging typologies, and performance metrics.
• Participate in internal audits and ensure adherence to AFASA, AML, and internal fraud‑management standards.
• Act as Officer‑In‑Charge during shifts when the Fraud Operations Supervisor is unavailable.

Required profile

• Bachelor’s degree in Business, Finance, Criminology, Information Security, or a related field.
• Minimum 2 years of experience in a call‑center environment focused on fraud operations, customer protection, or financial‑crime investigations within fintech, e‑wallet, or digital‑banking.
• Excellent communication skills in English and Filipino, with the ability to manage distressed or irate customers professionally.
• Proven expertise in fraud analysis, case management, and regulatory compliance under AFASA or AML frameworks.
• Strong leadership and coaching abilities to mentor junior staff.
• Analytical, problem‑solving, and decisive under time‑sensitive conditions.

Required skills

• Fraud detection systems
• Data analysis