Manager - Personal Financial Services Credit

7 days ago

Kuala Lumpur, Malaysia Hong Leong Bank Full time

If you are looking to excel and make a difference, take a closer look at us

Functional - Fraud Dispute Management
- Fraud Risk Management performance and smooth disputes process are maintained at all times
- Proper documentations are in order to support the disputed transactions
- Timely retrieval of key information for investigation.
- To ensure association and regulatory compliance reporting are on time and accurate.
- To review documents prior to submission to Ombudsmen for Financial Institutions (OFS).
- To review the write-offs on monthly basis.
- To ensure cases are closed within the TAT set by adhering to the set guidelines.
- To act as checker management reports and fraud database.
- To ensure the negative information received into are updated in Instinct criminal database.
- To ensure that all Customer Complaints are handled within the stipulated turnaround time, to be within the Bank's standards as stipulated in the guidelines.
- Proper documentations are in order to support the disputed transactions.
- Perform retrieval request of the CCTV (branch) & conversation for investigations.
- Timely reporting of the fraudulent transactions to fraud SAFE, Visa Fraud reporting, and Bank Negara Malaysia EFIDS reporting.
- To monitor cases are resolved within the TAT set by adhering to the set guidelines.
- To perform relief duties as and when required.
- To update negative information received into Instinct.
- To maintain confidentiality of all information relating to the Bank, its business and its customer from unauthorized party.
- To maintain proper records and audit trails for all work related matters, sources documents, manuals and intellectual assets of the Bank, in not to place the Bank in any compromising situation.

Functional - Fraud Merchant Monitoring

To maintain confidentiality of all information relating to the Bank, its business and its customer from unauthorized party.
- To maintain proper records and audit trails for all work related matters, sources documents, manuals and Intellectual assets of the Bank, in not to place the Bank in any compromising situation.
- To assist in conducting background checks on the merchant businesses and also business owner(s) by referencing internal & external negative database such as MATCH, VMTS, CTOS, INSTINCT, AS400, ASCEND & BNM.
- Assist to contain acquiring fraud basis point within industry level by consistently monitoring merchant transactions and activities.
- Ensure all merchant settlement and exception reports are timely performed and reviewed.
- Ensure all suspicious merchant transactions are detected and to be verified with issuing banks for early prevention.
- Recommendation of strategies to address acquiring fraud prevention, detection and mitigation at merchant level.
- Initiate merchant withholding sales payments due to fraud occurrence.
- Conduct desk and field investigation on merchants.
- Conduct merchant training as and when required.
- Recommendation of termination on fraud prone/collusive/malpractice merchants.
- Ensure fraud database is maintained to generate informative MIS to facilitate Management to combat fraud, to balance between risk and service, to reduce cost, to improve productivity and efficiency, processing time and service quality.
- Review and implement fraud preventive controls/measures to mitigate acquiring fraud.

Functional - Fraud Application Monitoring & INSTINCT
Consistent communication with Credit processing team on fraud trends.
- To ensure monthly reports are compiled accurately and timely.
- To take on additional responsibilities as and when assigned within the fraud department by the superiors / other members of the senior team.
Ensure fraud database is maintained to generate informative MIS to facilitate Management to combat fraud, to balance between risk and service, to reduce cost, to improve productivity and efficiency, processing time and service quality.
Compiling and tabulation of statistics for management monthly reporting.
- Any other projects assigned from time to time.

Functional - Fraud Investigation
- To Investigate & resolve all fraud disputes/fraud cases that escalated to FMU Investigation within stipulated time frame.
- Conduct investigative interviews with staffs or customers pertaining fraud issues.
- To establish effective / valuable relationship with other financial institution, law enforcement agencies and government sectors to combat fraud effectively.
- To conduct Fraud trainings to Sales, Credit, Call Centre and Merchants.
- To perform site visit / surprise checks / premises sweep
- To represent HLBB in Fraud Task Force and initiate / participate in special project/s
- To attend court case(s) / OFS hearings.
- To be liaison with enforcements agencies and regulatory bodies.
- To ensure operational processes are in compliant with the card brands & regulatory guidelines.
- Adherence to internal controls, including standards of conduct, integrity, and ethical behavior for staff at all leve

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