Job Description
Mandaluyong City, National Capital Region, PH
Business Unit: Consumer Banking Group
Job Summary
The Fraud Case Management Officer is responsible for analyzing and processing customers’ fraud disputes. He/She/They will support Fraud Case Management Team Lead/Head in containing fraud by strategizing key processes.
Key Responsibilities
Collaborates with Fraud Units, TBG, NSRD-Chargeback Unit, Accounting, Systems, Branches, Chargeback Unit and COG, including external counterparts to gather information to complete the case details and for proper disposition/possible recovery.
Facilitates timely logging/resolution of disputes to address customers’ issues/complaints within the agreed turnaround time, ensuring fraud cases have proper dispositions within defined service level agreements/timelines and set policies/procedures.
Ensures endorsements from various channels (e.g. D365, Fraud Endorsements, e-Channels and emails) are hand...