Fraud and Risk Director

2 weeks ago

Makati City, National Capital Region, Philippines Probe CX Full time

As the Fraud Operations Director in a call center environment, you will lead efforts to

prevent, detect, and mitigate fraud and risk within the organization. Your responsibilities

will include determining and detecting fraud, identifying areas of risk, coordinating with

the operations team, implementing self-assessment checklists, evaluating vulnerabilities, collaborating with IT for security measures, and overseeing both IT and physical security lockdowns. You will play a critical role in safeguarding the company's assets and reputation while ensuring compliance with relevant regulations.

Responsibilities:

Fraud Detection and Prevention:

● Develop and implement strategies to detect and prevent fraud within the call center operations.

● Utilize advanced fraud detection tools, techniques, and analytics to identify suspicious activities and patterns.

● Establish and maintain processes for investigating and resolving fraud cases, collaborating with internal teams and external partners as necessary.

Risk Identification and Mitigation:

● Conduct comprehensive risk assessments to identify potential vulnerabilities and areas of exposure within call center operations.

● Develop risk mitigation plans and controls to address identified risks and minimize potential losses.

● Monitor emerging fraud and risk trends, staying abreast of industry developments and best practices to adapt strategies accordingly.

Coordination with the Operations Team:

● Collaborate closely with the operations team to integrate fraud and risk management practices into daily operations.

● Provide guidance and support to operations staff on fraud detection techniques, risk mitigation strategies, and compliance requirements.

● Foster a culture of awareness and vigilance among call center employees regarding fraud and risk-related issues.

Self-Assessment Checklists:

● Develop and implement self-assessment checklists and audit procedures to evaluate compliance with fraud prevention policies and procedures.

● Conduct regular reviews and audits of call center operations to identify areas for improvement and ensure adherence to established protocols.

Vulnerability Assessment:

● Conduct vulnerability assessments and penetration tests to identify weaknesses in call center systems, processes, and infrastructure.

● Work with IT and security teams to address identified vulnerabilities and implement appropriate controls and safeguards.

Physical Security:

● Oversee physical security measures within the call center facility, including access controls, surveillance systems, and security protocols.

● Collaborate with facility management and security teams to implement and enforce physical security policies and procedures.

Requirements:

● Proven experience in fraud prevention, and risk management with a minimum of years in a leadership role within a call center or similar environment.

● In-depth knowledge of fraud detection techniques, risk assessment methodologies, and regulatory compliance requirements.

● Strong analytical and problem-solving skills, with the ability to analyze complex data sets and identify patterns indicative of fraud or risk.

● Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and senior leadership.

● Leadership abilities, with a track record of building and leading high-performing teams and driving results.

● Familiarity with IT security principles, including network security, endpoint protection, and incident response.

● Experience in physical security management, including access control systems, surveillance technology, and security protocols.

● Ability to work under pressure and adapt to changing priorities in a fast-paced,

dynamic environment.


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