Fraud Operation Analyst

Get To Know Our GX Bank Team

GX Bank Berhad - the Grab-led Digital Bank - is the FIRST digital bank in Malaysia, approved by BNM to commence operations. We aim to leverage technology and innovation to serve the financial needs of the unserved and underserved individuals, and micro and small medium enterprises.

We are driven by our shared purpose and passion to bring positive transformation to the banking industry, starting with solutions that address the financial struggles of Malaysians and businesses.

Get To Know The Role

As a Fraud Operations Analyst, you will play a critical role in identifying, assessing, and mitigating fraud across the bank’s payment channels, cards, and customer platforms. Reporting to the Fraud Ops Team Lead, your responsibilities will include investigating suspicious transactions, supporting scam response efforts, liaising with law enforcement, and ensuring timely resolution of fraud-related cases in line with internal procedures and regulatory expectations.

• Monitor, investigate, and resolve fraud alerts and escalated cases, including scams, unauthorized transactions, and high-risk activities flagged by internal systems or external reports.
• Perform end-to-end investigations for fraud-related complaints, including RPP (PayNet) disputes, customer service escalations and card-related cases.
• Support NSRC (National Scam Response Centre) efforts by conducting money tracing, first-party scam analysis, and liaising with relevant authorities.
• Collaborate with internal stakeholders (e.g., Customer Service, Risk, Compliance) to ensure timely and effective fraud mitigation and customer handling.
• Engage with external stakeholders such as law enforcement agencies for case escalations, follow-ups, and responses to investigation requests.
• Review system-generated alerts and ensure all fraud cases are properly documented and closed in line with the defined SOPs and SLAs.
  
  

The Must-Haves

• A Bachelor’s degree in a relevant field with at least 2 years of experience in fraud investigation or fraud operations, preferably within a digital bank, fintech, or financial institution.
• Strong investigative skills with the ability to analyze transaction patterns, detect anomalies, and formulate logical conclusions.
• Familiarity with payment systems (e.g., DuitNow, RPP), card networks (e.g., Visa, Mastercard), and scam typologies.
• Excellent verbal and written communication skills, with the ability to coordinate across internal departments and external stakeholders.
• Ability to work independently and under pressure in a high-volume, time-sensitive environment.
• Proficiency in Microsoft Office and investigative tools/systems used in fraud operations.
• High level of integrity, discretion, and attention to detail in handling sensitive customer and case data.
• A proactive and agile mindset with a strong commitment to customer protection and fraud risk reduction.