Senior Risk Investigator- Merchant

Position: Senior Risk Investigator - Merchant 

About the Team: -

The PhonePe Fraud Risk Operations team is a high impact team whose goal is to mitigate risk and improve the trust and safety for various PhonePe products. If your dream is to build processes and tools that would impact millions of customers, partnering with some of the best minds and executing on your dreams with purpose and speed, join us!

The Key to success in this role is the ability to understand the team’s vision and raise the bar on the job core responsibilities of Operate, Continuous Improvement, Communicate and People Development.

 If your dream is to build processes and digital tools to better understand financial transactions and identify trends that would impact millions of customers, partnering with some of the best minds and executing on your dreams with purpose and speed, join us!

Roles & Responsibilities:

• Responsible for preventing and detecting potential fraud across all payment channels by meticulously reviewing customer and merchant accounts and utilizing data analysis to identify patterns and anomalies.
• Take a proactive approach in identifying fraud risks, assessing the effectiveness of existing controls, and recommending improvements or additional measures to enhance risk management.
• Work closely with various departments, including operations, finance, settlements, risk analytics, compliance, and technology, to maintain a high level of control and security.
• Make critical decisions regarding fraud investigations, escalation procedures, and the implementation of enhanced controls.
• Manage complex fraud cases that require a higher level of expertise and judgment.
• Ensure that SLAs are met for assigned cases and share quality responses as required.
• Analyzing available information and breaking down problems into manageable components.
• Finding prompt solutions by applying logical reasoning
• Ensuring lasting problem resolution through systemic solutions.
• Building trust and maintaining effective communication with internal and external stakeholders.
• Managing escalations and disputes effectively.
• Identifying weekly or monthly SLAs, sharing insights, and key findings from investigations with the wider team.
• Proactively monitoring queues and workflows to maintain SLA adherence.
• Taking independent ownership of assigned pod-level processes and suggesting process improvements.

Role Requirements:
• Minimum of 5-7 years of relevant experience in risk operations, fraud investigations, or fraud risk analytics.
• Demonstrated expertise in the fields of Risk Management and Fraud.
• Strong oral and written communication skills.
• Collaborative team player with the ability to establish relationships at all organizational levels.
• Educational qualification: Any graduate/PG.
• Capacity to work independently and collaborate effectively with other departments and stakeholders.
• CFE certification is an added advantage.
• Basic working knowledge of MS Office and SQL.

PhonePe Full Time Employee Benefits 

• Insurance Benefits - Medical Insurance, Critical Illness Insurance, Accidental Insurance, Life Insurance
• Wellness Program - Employee Assistance Program, Onsite Medical Center, Emergency Support System
• Parental Support - Maternity Benefit, Paternity Benefit Program, Adoption Assistance Program, Day-care Support Program
• Mobility Benefits - Relocation benefits, Transfer Support Policy, Travel Policy
• Retirement Benefits - Employee PF Contribution, Flexible PF Contribution, Gratuity, NPS, Leave Encashment 
• Other Benefits - Higher Education Assistance, Car Lease, Mobile & Broadband Reimbursements, Salary Advance Policy

Working at PhonePe is a rewarding experience! Great people, a work environment that thrives on creativity, the opportunity to take on roles beyond a defined job description are just some of the reasons you should work with us. Read more about PhonePe on our blog.