Bengaluru, Karnataka
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
Other Requirements
Job Description – Case Management – Fraud Ops
Designation – Sr Analyst
Work Location – Bengaluru
Work From Office
Shifts – Night Shifts (PST Time zone)
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