Job Purpose Summary
The Fraud Monitoring Analyst is responsible for continuous monitoring, investigation, and escalation of suspicious transactions and fraud alerts within the Bank's 24/7 Fraud Operations function. The role supports compliance with QCB AFCM requirements and acts as the first line of operational fraud response outside normal business hours.The incumbent will identify suspicious activities, interact with customers when required, document findings, initiate preventive measures within approved authority limits, and escalate cases to senior analysts and permanent staff
Essential Duties & Responsibilities by Dimensions
1. Operational & Financial Responsibilities:
- Perform continuous (365/7/24) monitoring (after hours, weekends, public holidays and night shifts) of fraud alerts generated by the System or received through other channels
- Review, triage and prioritise fraud alerts in line with approved risk‑based thresholds and escalation criteria.
- Handling fraud suspicion alerts produced by Fraud System, prioritizing high-risk cases and initiating immediate actions.
-Contact customers (if required) to verify transactions, confirm legitimacy, and gather relevant information using approved scripts and procedures.
-Escalate high‑risk, confirmed, or complex cases immediately to permanent staff in accordance with escalation matrices, shift coverage rules and AFCM response timelines.
- Ensure all actions are accurately documented in fraud case management systems and registers.
2. Customer (Internal & External):
- Act as a operational contact for fraud reports received outside normal business hours.
- Handle fraud‑related communications received from customers, other financial institutions, payment service providers, in accordance with approved procedures.
- Gather and document relevant information using approved scripts and procedures.
- Support interbank fraud coordination.
- Maintain strict confidentiality, data privacy and professionalism in all customer and external interactions.
- Ensure timely and effective customer protection actions.
- Maintain activities in accordance with Service Level Agreements (SLAs)
3. Internal (Process, Products, Regulatory)
- Adhere to all approved Fraud response procedures, Escalation playbooks, AFCM communication templates.
- Maintain accurate logs of Fraud alerts, Fraud Registers, Customer contacts, Escalations, Actions taken and pending.
- Support permanent staff by preparing complete case information to enable timely decision‑making.
- Comply with all internal controls, data protection requirements, and information security standards.
- Ensure that all fraud incidents detected through EFMS or reported through operational channels are logged, assessed, escalated, and tracked to closure.
- Provide analysis on the performance of parameters to support management in ensuring the appropriateness of rules in response to emerging or previously undetected suspicious and fraudulent behaviour, recommending changes or enhancements where necessary.
- Forward all internal fraud suspicious incidents to the fraud investigations team for appropriate investigations.
4. Learning & Knowledge:
- Participate in required training programs related to Fraud monitoring, Customer engagement, Escalation handling, System usage.
- Demonstrate readiness to operate effectively in a 24/7 shift environment, including nights, weekends, and public holidays.
- Contribute feedback on emerging fraud patterns and operational challenges to support continuous improvement.
- Contribute to the continuous improvement of fraud detection and response capabilities.
5. Legal, Regulatory, and Risk Framework Responsibilities:
-Comply with applicable QCB instructions and AFCM requirements, Bank and Group Compliance policies, Fraud Control, AML/CFT, Data Protection, and Information Security frameworks.
-Ensure confidentiality, data protection, and ethical standards are upheld at all times.
-Maintain appropriate knowledge to ensure full qualification to undertake the role.
6. Others
- Maintain the highest standards of confidentiality and professionalism, including strict compliance with attendance on time and complying with HR policies.
- Ensure high standards of data protection and confidentiality to safeguard commercially sensitive information.
