Working Setup: Hybrid (3 days onsite & 2 days remote) Location: Ortigas Working Schedule: Shifting Salary: Up to Php 50,000 (Depending on qualifications and experience) Role Overview: The FinCrime Investigator Level 1 is responsible for executing frontline fraud operations and case intake in a 24/7 environment. This role primarily focuses on timely acknowledgment, initial validation, and processing of fraud-related requests in accordance with internal procedures and AFASA requirements. The position is operational in nature, requiring strict adherence to defined workflows, service level agreements (SLAs), and escalation protocols. The role does not involve complex investigations but serves as a critical intake and actioning function supporting Level 2 investigators. Key Responsibilities: Case Intake & Validation Acknowledge Disputed Transaction Reports (DTRs) within 1 hour of receipt Assess completeness and accuracy of submitted fraud reports Account & Fund Restriction Apply appropriate restrictions on accounts and/or disputed funds upon receipt of fraud reports via AFASA Web Portal Ensure all actions are completed within 1 hour SLA AFASA Portal Handling Log and action cases in the AFASA Web Portal Provide initial responses to Originating Financial Institutions (OFIs) regarding requests for temporary holding of funds Customer Notification Support Coordinate with CX Helpdesk by sending notifications to affected customers Trigger Enhanced Due Diligence (EDD) questionnaires related to disputed transactions Fraud Monitoring & Reporting Monitor AFASA/FinCrime inbox continuously Create and submit DTRs in the AFASA Web Portal for customer-initiated fraud reports within 1 hour SLA Case Preparation & Escalation Consolidate all relevant case details, documentation, and supporting evidence Endorse complete case files to Level 2 FinCrime Investigators for further investigation Qualifications: Education: Bachelor's degree graduate (Preferably in Business, Finance, Criminology, or related field) Experience: 1-3 years experience in: BPO / shared services Banking, fintech, or fraud operations (strong advantage) Experience in back-office operations or queue management is a plus Strong attention to detail and accuracy Ability to follow structured processes and SOPs Good written communication (for internal coordination) High sense of urgency and time management Comfortable working in a 24/7 shifting environment Proficient in using Fraud Management Systems or ticketing platforms Basic understanding of fraud typologies
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