Anti-Fraud Sr. Associate

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Anti-Fraud Sr. Associate
Preliminary Fraud Investigations
Our Mission
Our goal is for everyone to make bolder choices with their finances.
To get there, we're creating an all-in-one ecosystem of financial services for today's generation of goal-getters. That feat takes extraordinary people-those with the guts to challenge the way things are and transform them into something better.
To be part of Team Maya is to be Bolder for Better.
Description:
CORE PROFILE
The Senior Fraud Associate plays a key role in supporting the 24/7 Fraud Center operations by leading complex case handling, mentoring junior fraud associates, and ensuring compliance with the Anti-Financial Account Scamming Act (AFASA). The role involves proactive fraud detection, high-risk case investigation, and coordination with internal teams and external authorities to protect customers and the fintech ecosystem from scams and fraudulent activities.
NATURE OF WORK
KEY RESPONSIBILITIES:
Handle 24/7 telephony anti-fraud detection and control services, customer calls and reports regarding suspected fraud, scam attempts, or unauthorized transactions.
Coordinates with other financial institutions on money trailing as mandated by the regulations on the processs of coordinated verification.
Lead the investigation and resolution of complex or escalated fraud cases, ensuring accuracy and timeliness in line with AFASA requirements.
Perform detailed transaction and behavioral analysis to identify fraud patterns and prevent recurrence.
Guide and mentor junior fraud associates on fraud handling, customer communication, and case escalation procedures.
Respond to customer and system-generated alerts, ensuring appropriate account actions such as blocking or freezing are performed immediately when warranted.
Coordinate with Investigations team on cases, when needed
Provide recommendations to enhance fraud detection systems and operational processes.
Assist in preparing internal reports and summaries on fraud trends, emerging typologies, and operational performance metrics.
Participate in internal audits and ensure adherence to AFASA, AML, and internal fraud management standards.
Act as Officer-In-Charge (OIC) during shifts when the Fraud Operations Supervisor is unavailable.
DISPLAYED SKILL MASTERY
CORE COMPETENCIES
Advanced Fraud Risk Awareness
Analytical & Investigative Thinking
Leadership & Coaching
Decision-Making Under Pressure
Compliance & Regulatory Adherence
Cross-Functional Collaboration
Customer Empathy & Communication
REQUIRED QUALIFICATIONS
QUALIFICATIONS:
Bachelor’s degree in business, Finance, Criminology, Information Security, or related field.
At least 2 years of experience in call center related to fraud operations, customer protection, or financial crime investigations within a fintech, e-wallet, or digital banking environment.
Excellent communication skills in both English and Filipino, capable of managing distressed or irate customers professionally.
Proven expertise in fraud analysis, case management, and regulatory compliance under AFASA or AMLA frameworks.
Strong leadership and coaching skills with the ability to mentor and guide junior staff.
Excellent analytical, problem-solving, and decision-making abilities, especially under time-sensitive conditions.
Effective communication skills in both English and Filipino, capable of explaining complex issues clearly to customers and internal stakeholders.
Proficiency in fraud detection systems, data analysis tools, or case management platforms is a plus.
Willingness to work in a 24/7 operational environment with rotating shifts, weekends, and holidays.
About Us
Maya is the all-in-one money platform that is bringing Filipinos bolder ways to master their money. It is powered by a unique integrated financial services ecosystem that addresses the ever-evolving needs of today’s generation of money makers through cutting edge technology.
We lead millions of Filipinos — consumers, businesses, communities, and government agencies alike — into a version of the current digital economy that’s more inclusive, transparent, and empowering than ever.
We are powered by the country's only end-to-end digital payments company Maya Philippines, Inc. and Maya Bank, Inc. for digital banking services.
Maya Bank, Inc. and Maya Philippines, Inc. are regulated by the Bangko Sentral ng Pilipinas. https://www.bsp.gov.ph/
Apply now »
Maya Customer Hotline: (+632) 8845-7788
Domestic Toll-Free: 1-800-1084-57788
Mobile: Dial *788 using your Smart mobile phone
support@maya.ph
Maya is powered by the country's only end-to-end digital payments company Maya Philippines, Inc. and Maya Bank, Inc. for digital banking services. Maya Philippines, Inc. and Maya Bank, Inc. are regulated by the Bangko Sentral ng Pilipinas.
www.bsp.gov.ph
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