Summary
As a Finance (Fraud Ops) Specialist, you will be responsible to detect, investigate, and prevent fraud by monitoring transactions across all sales channels, managing cases, and strengthening controls, including maintaining and tuning the fraud detection system.
Responsibilities
Job Description
Fraud monitoring and investigation
- Review transactions and monitor fraud alerts across all sales channels; perform case triage, prioritization, and investigations.
- Conduct real-time follow-up with airport stations and customer service on suspected fraudulent transactions; ensure actions and escalations comply with SOP and timelines.
- Use the fraud detection platform extensively to review alerts, document outcomes, and maintain complete, accurate case records (actions taken, decision rationale, and resolutions).
- Update and maintain fraud controls (rules, thresholds, and watchlists) in system strictly within approved governance, securing necessary approval where required.
- Identify fraud trends and root causes; recommend and implement preventive controls with relevant stakeholders
- Monitor and report on Fraud Operational Metrics (e.g. fraud loss rate, chargeback rates, false positive rates, etc)
Chargebacks & Disputes
- Investigate disputes/chargebacks; map reason codes to representment strategy
- Compile and validate evidence packs; draft clear rebuttals aligned to scheme rules and internal policy
- Coordinate evidence collection; submit within SLAs and track through representment/pre-arbitration/arbitration (where applicable) to closure
- Maintain dispute registers; monitor win/loss and leakage; recommend process/ rule improvements
- Support audits and internal/regulatory requests relating to fraud cases and controls.
Requirements
- Diploma/Degree in Business, Finance, Risk, Analytics, or a related discipline.
- 3-5 years experience in fraud operations and/or chargeback and dispute management.
- Experience or basic knowledge of the airline industry and/or airline/travel/e-commerce payments ecosystem is preferred
- Knowledge of AI and automation tools
