Senior Fraud Operations Executive (Investigation)(LINE Pay)

What you'll Do:

Fraud Detection & Investigation

• Analyze transaction data, customer activity, and internal records to identify suspicious patterns and potential fraudulent behaviors
• Conduct thorough investigations into reported fraud cases, including evidence collection, stakeholder interviews, case assessments, and preparation of detailed investigation reports
• Handle police letter requests and coordinate with authorities; gather evidence for legal and regulatory purposes
• Collaborate closely with Compliance and Legal teams to ensure all investigations align with BOT/AMLO regulations and internal fraud/AML policies

CFR & Case Management Leadership

• Manage and support the team in working closely with Customer Support (CS) to investigate and complete Confirmed Fraud Reports (CFR) within defined SLAs
• Oversee the end-to-end handling of CFRs and other fraud cases, ensuring investigations are accurate, timely, and aligned with operational standards
• Maintain accurate, complete, and audit-ready documentation for all investigations, case communications, and resolutions

Reporting & Cross-Functional Collaboration

• Present fraud insights and operational updates to leadership, including investigation performance, emerging trends, SLA compliance, and overall customer impact
• Collaborate with cross-functional stakeholders to understand upstream issues, minimize financial losses, and strengthen fraud prevention controls
• Support CS and other internal teams in resolving fraud-related inquiries and escalating complex cases appropriately

Operational Excellence & Continuous Improvement

• Identify gaps in fraud processes and implement improvements to increase investigation speed, quality, and effectiveness
• Participate in and support fraud-related initiatives, systems enhancements, and operational efficiency projects
• Stay informed on industry fraud trends, regulatory changes, and best practices to continually enhance fraud detection and prevention capabilities

What You’ll Need

• Bachelor’s degree in Business Administration, Finance, Accounting, Engineering, Statistics, or a related field.
• Experience in fraud investigation
• Experience in e-commerce, payments, banking, or fintech is a strong advantage
• Good understanding of card networks, payment gateways, merchant operations, and CFR processes
• Strong analytical thinking and attention to detail, with the ability to identify irregular patterns and potential fraud risks
• Excellent communication and coordination skills across multiple functions (CS, Finance, Payments, Operations, etc.)
• Proficiency in Excel, Google Sheets, and/or other analytical and reporting tools
• Proactive, organized, and comfortable working in a fast-paced environment