Analyst (Non-Voice)

Job Summary

Summary:

The case management analyst is responsible for managing the end-to-end lifecycle of fraud investigations, ensuring cases are properly reviewed, investigated, documented, escalated and resolved. The role serves as a central coordinator between level 1 Analysts, escalation support, remediation support and various other teams

Key Responsibilities

Responsibilities:

• Review case queues and ensure timely assignment of cases based on analyst capacity, workload, and priority.
• Monitor case progress, track SLA adherence, and proactively provide updates to stakeholders on case status and resolution timelines.
• Coordinate with Fraud Investigations, Identity Verification, Remediation, and Escalation teams to drive timely case resolution.
• Review investigation findings and ensure all required actions are completed before case closure.
• Identify and escalate high-risk cases requiring immediate attention, executive visibility, or cross-functional support.
• Conduct regular case reviews to ensure compliance with fraud policies, procedures, and quality standards.
• Analyze case trends to identify recurring fraud patterns, operational gaps, and opportunities for process improvement.
• Act as the central point of contact for stakeholders, ensuring effective communication across teams.
• Support root cause analysis and post-incident reviews to improve fraud detection and case handling effectiveness.
• Develop and maintain case management playbooks, workflows, and operational procedures.
• Generate and present case management reports, dashboards, and insights to leadership and key stakeholders.
• Balance analyst workloads effectively to improve productivity and achieve business objectives.

Skill Requirements

• Skills Required
• 3-5 years of overall experience with a minimum of 2-year relevant experience
• Exceptional communication skills – CEFR C1
• Good knowledge of cybersecurity and network
• Familiarity with fraud typologies (ATO, abuse, synthetic identities, etc.)
• Experience in MS Office
• Strong problem-solving and decision-making skills

Education:

• Bachelor’s degree

Other Requirements

Job Description – Case Management – Fraud Ops
Designation – Sr Analyst
Work Location – Bengaluru

Work From Office:

Shifts – Night Shifts (PST Time zone)