Senior Fraud Specialist

Responsibilities:

• Lead and oversee the offshore Fraud Operations Team, ensuring effective detection, prevention, and mitigation of fraud risks while maintaining compliance with regulatory requirements, internal policies, service standards, and bank-established timelines.
• Conduct regular reviews and quality assurance assessments of the offshore Fraud Operations Team to ensure operational excellence and adherence to established procedures.
• Drive process improvement initiatives and enhance operational procedures through analysis of emerging fraud trends, patterns, and fraudster behaviors.
• Assess complex operational and control-related issues, identify the most effective risk mitigation strategies, present recommendations to stakeholders, and oversee implementation through appropriate governance frameworks.
• Provide guidance to internal stakeholders on fraud control prioritization and act as an escalation point for operational inefficiencies or ineffective controls.
• Collaborate with external parties, including law enforcement and regulatory authorities, to address urgent fraud incidents and implement timely risk mitigation measures.
• Lead and support Fraud Operations projects, including system enhancements and process automation initiatives, ensuring clear objectives, effective stakeholder management, timely execution, and successful delivery.
• Design and deliver engaging training programs, both in-person and virtual, to enhance the knowledge, capabilities, and performance of the Fraud Operations Voice Team.
• Manage communications with customers involved in sensitive, high-risk, or complex fraud cases, ensuring professional and timely resolution.
• Partner with the Customer Relations Team to investigate and resolve serious complaints, including cases escalated by the Hong Kong Monetary Authority (HKMA).
• Develop operational efficiency initiatives, draft and review policies and procedures, and share industry best practices to strengthen fraud prevention capabilities within the offshore Fraud Operations Team.
• Undertake additional responsibilities and special projects as assigned by management.