Fraud Review Executive (1-year Contract) - Open to Fresh Grads

About The Team:

The Fraud Review Agent plays a critical role in maintaining platform integrity by identifying and actioning fraudulent activity in real time, and communicating case decisions clearly and professionally to both internal teams and external customers. The role is structured around two core functions that together form a complete fraud management cycle — from detection to resolution communication.

Job Description:

This role is centred on two primary tasks:

Task 1: Fraud Case Review

Focus: Real-time fraud detection and case actioning

The agent is responsible for reviewing live fraud cases surfaced by the fraud detection system, making accurate and timely decisions to protect the platform and its users.

Key Activities:

• Review real-time fraud cases flagged by automated detection systems.
• Assess case signals, user behaviour patterns, and transaction data to determine fraud risk.
• Action cases in accordance with established fraud policies and internal guidelines.
• Escalate high-risk or ambiguous cases to senior reviewers or specialist teams as required.
• Maintain accurate case records and disposition logs throughout the review process.
• Meet daily throughput and quality targets to ensure SLA compliance.
  
  

Success In This Task Requires:

• Strong analytical thinking and the ability to spot patterns under time pressure.
• Sound judgment in applying fraud policies consistently across case types.
• Efficiency and accuracy in high-volume queue management.
  
  

Task 2: Fraud Replies — Internal & External Communications

Focus: Case appeal responses to internal stakeholders and external customers

The agent handles written communications relating to fraud case appeal decisions made by the fraud detection function (Task 1). This includes responding to customers appealing case outcomes, as well as addressing queries from internal teams requiring case context or decisions.

Key Activities:

• Draft and send professional, clear, and empathetic responses to customers appealing fraud case decisions.
• Address internal stakeholder queries regarding case outcomes, policy rationale, and next steps.
• Accurately interpret and communicate complex fraud decisions in plain, user-friendly language.
• Ensure all responses align with approved messaging guidelines and regulatory requirements.
• Collaborate with the fraud detection team to clarify case context before responding where needed.
• Handle sensitive communications with professionalism, especially in dispute or escalation scenarios.
  
  

Success In This Task Requires:

• Excellent written communication skills — clear, concise, and professional tone across audiences.
• Strong comprehension of fraud case context and the ability to translate decisions into meaningful responses.
• Empathy and composure when engaging with customers in dispute or appeal situations.
• Attention to detail to ensure accuracy and consistency across all outbound communications.
  
  

How the Two Tasks Work Together

The two tasks form an integrated workflow. Fraud case decisions made in Task 1 serve as the factual foundation for all communications in Task 2. Agents working across both tasks — or collaborating between them — are expected to have a shared understanding of the fraud review process to ensure that written communications are accurate, well-grounded, and consistent with platform policy.

Requirements:

• Analytical and investigative mindset with a high attention to detail.
• Strong written communication skills — able to adapt tone and complexity for different audiences.
• Ability to understand and interpret fraud case data and translate it into clear decisions or communications.
• Comfortable managing high-volume queues and multiple priorities simultaneously.
• Collaborative approach — able to work closely with fraud detection, policy, and customer-facing teams.
• Prior experience in fraud operations, trust & safety, content moderation, or a related role.
• Experience in customer communications, appeals handling, or case management is an advantage.
• Familiarity with e-commerce fraud patterns and fraud review workflows is desirable.