Roles & Responsibilities;
Fraud Case Management
- Manage CFR (Confirmed Fraud Reports) team to investigate and complete CFR within SLA.
- Oversee end-to-end handling of CFR and other fraud cases, ensuring investigations are completed accurately and within a timely manner.
- Develop metrics and dashboards to track case volumes, resolution times, and SLA adherence.
- Gather information and evidence for legal purposes.
- Implement process improvements to increase speed and quality of fraud investigations.
Dispute Management
- Lead the dispute management process across payment and wallet transactions, ensuring fair and timely resolution for customers.
- Partner with internal teams (Operations, Risk, Legal, Compliance) to strengthen dispute handling frameworks and align with regulatory requirements.
- Monitor trends and root causes from disputes to recommend preventive controls.
Customer Complaint Management
- Oversee fraud-related complaint handling, ensuring prompt and empathetic responses to customers.
- Establish escalation protocols for high-impact cases and ensure transparency with customers during investigations.
- Drive continuous improvement to reduce complaint recurrence and enhance customer trust.
Leadership & Strategy
- Lead and mentor the fraud operations team, building strong expertise and a customer-first mindset.
- Collaborate with Fraud Strategy, Risk, and Product teams to identify emerging fraud trends and adapt processes accordingly.
- Represent Fraud Operations in senior management forums, providing updates on fraud case performance, SLA compliance, and customer impact.
Requirements
- Bachelor's degree in Finance, Business, Risk Management, or related field (Master's degree preferred).
- 10+ years of experience in fraud operations, disputes, or risk management, with at least 5 years in a leadership role (fintech, digital payments, or banking background preferred).
- Strong understanding of fraud investigation processes, dispute handling frameworks, and customer complaint management.
- Proven track record of meeting SLA-driven operational targets in a high-volume, fast-paced environment.
- Familiarity with regulatory requirements in Thailand related to fraud and dispute resolution is a plus.
- Strong analytical and decision-making skills; ability to balance customer impact with risk mitigation.
- Excellent leadership skills with experience in building and scaling high-performing teams.
- Effective stakeholder management skills with cross-functional teams (Risk, Product, Compliance, Customer Service).
- Exceptional communication skills with the ability to engage regulators, customers, and internal leadership.
- Customer-centric mindset with high integrity and resilience in managing sensitive fraud cases.
