Fraud Specialist Manila - International Consumer Banking

Help protect customers and strengthen trust by delivering high-quality fraud support in a fast-paced environment. You will combine customer care with investigation skills to identify concerns, take appropriate action, and resolve cases efficiently. You will collaborate with teammates to improve processes and share insights that enhance prevention and detection. If you enjoy problem-solving and clear communication, this role offers meaningful impact with every interaction.
As a Fraud Specialist in our Fraud Operations team, you will support customers through phone and chat while identifying and responding to suspected fraudulent activity. You will use sound judgment to investigate concerns, explain next steps clearly, and help protect customers and the organization from loss.
#ICBCareer
Job responsibilities
Review onboarding exceptions and decide whether to proceed based on defined criteria
Review transaction exceptions and contact customers when needed to validate activity
Identify, document, and resolve fraud-related issues reported by customers
Verify customer details and review security information and account activity to determine the suspected fraud type
Initiate and manage investigations by capturing required details and setting appropriate case actions
Analyze fraud trends and recommend procedure and strategy improvements to strengthen prevention, detection, and customer experience
Investigate cases for potential recovery opportunities and appropriate follow-up actions
Mitigate losses from high-risk and fraudulent monetary and non-monetary transactions by taking timely action
Follow applicable regulatory, legal, policy, and audit requirements in all case handling
Provide customer support for everyday account servicing needs, including disputes or claims, payments processing, and general account maintenance
Capture, track, and resolve customer complaints within agreed service levels
Required qualifications, capabilities and skills
1 year of experience in a fraud contact center environment supporting card customers
Baseline knowledge of fraud prevention and detection in a financial services setting
Completed at least 2 years of college, a 2-year vocational or certificate course, or high school graduate
Must be willing to start in August 2026
Must be willing to work rotating schedules and shifts
Must be willing to work fully onsite
Ability to support customers across phone, chat, and back-office work as needed
Strong verbal and written communication skills for both external and internal customers
Proficiency with Windows operating systems and Microsoft Office tools
Preferred qualifications, capabilities and skills
Experience supporting more than one line of business
Exposure to fraud investigation workflows across multiple case types or queues
Exposure to AI-enabled tools and willingness to adopt emerging technologies that support process improvement and operational excellence