Fraud Monitoring Senior Analyst

Join ECCO Gulf Majorel Qatar as a Fraud Monitoring Senior Analyst in Qatar, responsible for leading real-time fraud monitoring, detection, investigation, and escalation activities within the Bank's 24/7 Fraud Operations function. The role supports compliance with (QCB) Anti-Fraud Communication Mechanism (AFCM) requirements and serves as the primary operational escalation point during assigned shifts.

The incumbent is expected to perform fraud investigations, coordinate fraud response activities, support junior analysts, identify emerging fraud trends, and ensure timely escalation of critical incidents to permanent staff and management.

• 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 (e.g. Call Center, other institutions (as par of AFCM requirements)).
  • Review, triage and prioritise fraud alerts in line with approved risk‑based thresholds and escalation criteria.
  • Conduct initial analysis of suspicious transactions and customer activity across channels, including Digital channels (IB, MB, CBX), Payments (e.g. Qatch, Swift, Fawran, RTGS), Wallets and PSP‑linked transactions, Branch‑initiated fraud alerts.
  • Handling fraud suspicion alerts produced by Fraud System, prioritizing high-risk cases and initiating immediate actions.
  • Contact customers (where required) to verify transactions, confirm legitimacy, and gather relevant information using approved scripts and procedures.
  • Apply preventive actions within assigned authority (e.g. flagging, temporary restriction, alert escalation).
  • 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, findings, and communications are accurately documented in fraud case management systems and registers. 
• Customer (Internal & External):
  • Act as a primary 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.
  • Provide clear, professional, and reassuring communication to customers during potential fraud incidents as per agreed procedures.
  • Support interbank fraud coordination by receiving and logging recall requests, gathering supporting information and escalating time‑critical cases to permanent staff.
  • Maintain strict confidentiality, data privacy and professionalism in all customer and external interactions.
  • Ensure timely and effective customer protection actions, including customer calls, transaction verification, account safeguarding, and incident communication.
  • Coordinate with other banks, payment service providers, and financial institutions under AFCM protocols to support recovery and interbank fraud response.
  • Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn-around time.
  • Responding to MOI and law enforcement queries / requests received out of working hours, following approved templates and escalation routes. 
• Internal (Process, Products, Regulatory):
  • Operate strictly within defined authority limits.
  • 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.
  • Participate in shift handovers, ensuring continuity of case ownership and situational awareness.
  • 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 behavior, recommending changes or enhancements where necessary.
  • Forward all internal fraud suspicious incidents to the fraud investigations team for appropriate investigations.
  • Participate in issuing the studies, manuals on the new regulations, international standards, etc.
  • Maintain an updated inventory of suspected risk events, their status, impact and actions taken. 
• Learning & Knowledge:
  • Maintain up‑to‑date knowledge of Fraud typologies, Social engineering techniques, Digital and payment fraud trends.
  • 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.
  • Seek out opportunities to remain current with all developments in professional field.
•  Legal, Regulatory, and Risk Framework Responsibilities:
  • Comply with all applicable QCB instructions and AFCM requirements, Bank and Group Compliance policies, Fraud Control, AML/CFT, Data Protection, and Information Security frameworks.
  • Support audit and regulatory reviews by providing accurate operational records when requested through permanent staff.
  • Ensure confidentiality, data protection, and ethical standards are upheld at all times.
  • Maintain appropriate knowledge to ensure full qualification to undertake the role. 
• 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.
  • Maintain utmost confidentiality with respect to the information obtained during the day-to-day performance of his duties/ responsibilities.