Analyst - Process Analytics - FCRM 5A

Ready to turn bold ideas into real-world impact? At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale.

If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment.

Inviting applications for the role of Fraud Analyst_English_Onsite Milton Keynes!

Responsibilities

• Investigate potential credit card fraud cases using alerts generated by fraud detection systems;
• Respond to account inquiries from merchants and cardholders for one or more assigned clients;
• Review fraud detection queues and identify questionable activity in cardholder and merchant accounts;
• Analyze account, payment, and transaction history to support fraud investigations;
• Determine appropriate next steps in accordance with established fraud prevention processes and procedures;
• Contact customers and merchants to obtain additional information regarding suspected fraudulent charges;
• Complete lost or stolen card reports and block compromised accounts where appropriate;
• Transfer compromised accounts to prevent further losses and fraudulent activity;
• Create credit card replacement orders and complete related shipping documentation;
• Maintain accurate and complete documentation of investigation activities and case information;
• Support assigned clients by responding to SLA-defined fraud alerts and account inquiries;
• Identify suspicious cardholder and merchant transactions and take appropriate action to mitigate risk;
• Research and apply department policies, procedures, and fraud investigation methodologies;
• Ensure compliance with internal controls, policies, and applicable regulatory requirements;
• Collaborate with team members and stakeholders to support fraud detection and prevention activities;
• Support and participate in continuous improvement initiatives to enhance operational effectiveness;
• Deliver exceptional quality service standards/KPI’s and maintain accurate and up-to-date case records.

Minimum Qualifications

• High school diploma or equivalent;
• Fluent in English;
• Strong customer service orientation with the ability to communicate clearly with cardholders, merchants, and internal teams;
• Intermediate analytical skills with the ability to identify potential fraudulent activity through account and transaction reviews;
• Ability to acquire and apply job skills, company policies, and procedures effectively;
• Ability to complete assigned routine tasks accurately and within established guidelines;
• Ability to work on routine to semi-routine assignments while following established procedures;
• Excellent attention to detail and accuracy;
• Strong documentation and record-keeping skills;
• Good interpersonal skills with the ability to work effectively as part of different teams;
• Ability to organize, prioritize, and plan workload to meet deadlines;
• Good analytical skills and problem-solving abilities;
• Good IT literacy and ability to work across multiple systems and applications;
• Willingness to continuously learn fraud detection techniques, policies, procedures, and regulatory requirements.

Preferred Qualifications

• Previous experience in a fraud-related field is preferred;
• Experience working in a customer service, financial services, banking, or payments environment;
• Knowledge of fraud prevention, fraud detection, and transaction monitoring processes;
• Ability to identify suspicious transaction patterns and assess potential fraud risks;
• Experience working within SLA-driven operational environments;
• Ability to take ownership of investigations and apply logical thinking to resolve issues;
• Ability to build knowledge of fraud regulations, industry practices, and analytical methodologies;
• Ability to make an impact in a fast-paced environment while maintaining high levels of accuracy;
• Good computer skills including Microsoft Outlook, Excel, and other business applications;
• Knowledge of fraud management tools, case management systems, or similar platforms is a plus;
• Good and quick adaptation to internal systems, policies, and operational procedures.

Why join Genpact?

• Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation
• Make an impact – Drive change for global enterprises and solve business challenges that matter
• Accelerate your career – Get hands-on experience, mentorship, and continuous learning opportunities
• Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
• Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up. Let’s build tomorrow together.