About the job

Job Purpose

Monitor customer transactions and fraud alerts across banking channels to identify, prevent and escalate suspicious or potentially fraudulent activities, ensuring timely risk mitigation, prevention of financial loss and adherence to service standards.

Key Responsibilities

Monitor fraud and transaction alerts generated across banking products and channels to identify suspicious, unusual or potentially fraudulent activity within agreed service levels.

Review inward and outward payment transactions, customer behavior, historical activity and available intelligence to assess fraud risk and determine appropriate action.

Verify transaction legitimacy with customers through approved communication channels to support timely decision-making and customer protection.

Execute immediate prevention actions, including holding or declining transactions, blocking accounts or digital channels, or initiating additional authentication, to mitigate financial loss in line with approved procedures.

Escalate confirmed or suspected fraud cases with complete case documentation to support effective investigation, incident response and regulatory alignment.

Analyze alert outcomes, emerging fraud trends and control gaps to recommend enhancements to monitoring rules, detection strategies and operational procedures.

Review team performance and deliverables in line with the approved KPI’s to ensure meeting desired objectives.

Coach, train and develop team skills by identifying training needs and assigning appropriate learning platforms to the team.

Ensure compliance with the approved policies, procedures, SLAs and regulatory requirements to maintain quality standards and ensure risk mitigation.

Ensure all assigned tasks and projects are executed within the approved policies, procedures and SLAs of the department.

All the above accountabilities include but are not limited to any additional/new tasks or responsibilities assigned by the line Manager.

Job Complexity

•Ability to do real-time assessment of transaction monitoring alerts by interpreting customer behavior, transaction patterns, device indicators and available case information to determine fraud risk.

Ability to do prioritization of multiple alerts and operational issues during assigned shifts while maintaining service level adherence and quality outcomes.

Ability to do judgment-based decision-making on preventive actions, escalation requirements and customer verification in accordance with approved policies and procedures.

Ability to do guidance and review of Officers’ alert handling to improve consistency, accuracy and operational effectiveness across the shift.

Ability to do identification of emerging fraud trends, control weaknesses and process gaps to support rule tuning, process improvement and risk mitigation.

Ability to do clear documentation and communication of case decisions, customer interactions and escalations to support investigation readiness and audit requirements.

Education

Bachelor’s degree in business administration, Finance, Banking, Information Technology or a related discipline.

Professional certifications such as Certified Fraud Examiner (CFE), ACAMS or equivalent are advantageous preferable.

Work Experience

Minimum 3–4 years of banking experience.

At least 2 years’ experience in Fraud Monitoring, Fraud Prevention, Transaction Monitoring or Fraud Operations.

Previous experience leading or supervising operational teams is preferred.

Experience using fraud monitoring and case management systems.

Strong knowledge of digital banking, payment systems, cards and electronic channels