Security Analyst (Fraud & Policy)

Overview:

Supports operations in enhancing its quality of service through ensuring a strong process for operational risks management and governance on fraud prevention and control.

The role is expected to carry out the following:

• Conducts fraud investigations to detect and prevent fraud or abuse
• Ensures information security policies and procedures as defined by the client are followed by the program.
• Ensures monitoring and reporting of business criticals as defined by the clients.
• PSA is a dedicated resource as stipulated in the Statement of Work. As a dedicated PSA, mastery of the account supported is important.
• Data mining and analysis - provides analysis based on raw data.
• Investigation - coordinates with different point persons, investigating software codes.
• Analysis presentation - discusses findings with the Account General Manager. May also do client presentations subject to Account General Manager's request.
• Spot check audit - continuously audits and monitors established policies and guidelines.
• Creation of incident report - files incident report on agreed violation of policy.
• Attend admin hearings - attends admining hearing as a resource person discussing the nature of the incident report and how it was established.
• Assistance in development of process improvement to minimize fraud within the account supported- able to assist operations in strengthening controls for fraud prevention controls. Flags and presents any possible risk as seen in the audit of processes.
• Recommendation - evaluates cases for patterns and trends to identify failures in policies, procedures and/or internal controls.
• Risk assessment of accounts - regular risk assessments for the account supported.
• Continuous fraud awareness program - covers management and agent level. Includes monitoring for iWATCH.
• Handles any possible fraud investigations as requested by the company or the clients and provide objective documented findings.
• Ensures all fraud control compliance measures are completed as directed by the Fraud and Risk Lead.
• Completes regular Products and Policies testing and other requirements to ensure continued skill improvement required to accomplish the tasks assigned.
• Performs tasks assigned by the Fraud and Risk Lead/Sr Manager for the accomplishment of the account’s and/or department’s objectives.

Required skills + qualities (technical):

• Bachelor's Degree (preferably with background in Statistics, Research and Testing)
• Six (6) months working experience in a call center, customer service, or quality control field with impeccable performance.
• Proficiency with MS Office applications (i.e. MS Word, Excel, Powerpoint), knowledge on Statistical applications like Minitab and SPSS is an advantage (a plus to have any programming skills).
• Specific Line of Business experience might be specified depending on the need of the business.
• A detailed knowledge on the tools for Root Cause Analysis.
• General and working knowledge on process improvement and risk management.
• Knowledge of key business measures (CST, Customer Survey Results, etc) and understanding of the key risks and controls of these areas.

Required skills + qualities (non-technical):

• Analytical skills.
• Problem-solving and decision-making skills.
• Excellent oral and written communication skills.
• Adaptive to changing work schedules.
• Active listening skills.
• Operates with minimal supervision.
• Multi-tasking skills.
• Demonstrated ability to redesign processes to increase productivity

Overview:

Supports operations in enhancing its quality of service through ensuring a strong process for operational risks management and governance on fraud prevention and control.

The role is expected to carry out the following:

• Conducts fraud investigations to detect and prevent fraud or abuse
• Ensures information security policies and procedures as defined by the client are followed by the program.
• Ensures monitoring and reporting of business criticals as defined by the clients.
• PSA is a dedicated resource as stipulated in the Statement of Work. As a dedicated PSA, mastery of the account supported is important.
• Data mining and analysis - provides analysis based on raw data.
• Investigation - coordinates with different point persons, investigating software codes.
• Analysis presentation - discusses findings with the Account General Manager. May also do client presentations subject to Account General Manager's request.
• Spot check audit - continuously audits and monitors established policies and guidelines.
• Creation of incident report - files incident report on agreed violation of policy.
• Attend admin hearings - attends admining hearing as a resource person discussing the nature of the incident report and how it was established.
• Assistance in development of process improvement to minimize fraud within the account supported- able to assist operations in strengthening controls for fraud prevention controls. Flags and presents any possible risk as seen in the audit of processes.
• Recommendation - evaluates cases for patterns and trends to identify failures in policies, procedures and/or internal controls.
• Risk assessment of accounts - regular risk assessments for the account supported.
• Continuous fraud awareness program - covers management and agent level. Includes monitoring for iWATCH.
• Handles any possible fraud investigations as requested by the company or the clients and provide objective documented findings.
• Ensures all fraud control compliance measures are completed as directed by the Fraud and Risk Lead.
• Completes regular Products and Policies testing and other requirements to ensure continued skill improvement required to accomplish the tasks assigned.
• Performs tasks assigned by the Fraud and Risk Lead/Sr Manager for the accomplishment of the account’s and/or department’s objectives.

Required skills + qualities (technical):

• Bachelor's Degree (preferably with background in Statistics, Research and Testing)
• Six (6) months working experience in a call center, customer service, or quality control field with impeccable performance.
• Proficiency with MS Office applications (i.e. MS Word, Excel, Powerpoint), knowledge on Statistical applications like Minitab and SPSS is an advantage (a plus to have any programming skills).
• Specific Line of Business experience might be specified depending on the need of the business.
• A detailed knowledge on the tools for Root Cause Analysis.
• General and working knowledge on process improvement and risk management.
• Knowledge of key business measures (CST, Customer Survey Results, etc) and understanding of the key risks and controls of these areas.

Required skills + qualities (non-technical):

• Analytical skills.
• Problem-solving and decision-making skills.
• Excellent oral and written communication skills.
• Adaptive to changing work schedules.
• Active listening skills.
• Operates with minimal supervision.
• Multi-tasking skills.
• Demonstrated ability to redesign processes to increase productivity