Fraud Monitoring Analyst

Role overview

This position sits within the bank’s round-the-clock fraud operations team. The analyst monitors transactions and alerts continuously, investigates unusual activity, and escalates suspicious cases so they can be handled quickly and in line with regulatory and internal requirements. The role is also the first operational response point outside standard business hours.

What you will do

• Keep watch over fraud alerts and suspicious transactions at all times, including nights, weekends, public holidays, and other off-hours shifts.
• Review incoming alerts, sort them by urgency and risk, and follow the approved escalation rules.
• Work on high-risk alerts from fraud systems and take immediate action when needed.
• Reach out to customers, where required, to check transaction authenticity, confirm whether activity is genuine, and collect supporting details using approved scripts.
• Pass urgent, confirmed, or complicated cases to permanent staff without delay, following the escalation matrix, shift coverage rules, and AFCM timelines.
• Record every action clearly in fraud case tools, logs, and registers.
• Serve as an after-hours contact point for fraud-related reports.
• Handle fraud communications from customers, other banks, and payment service providers in line with approved procedures.
• Support interbank coordination on fraud matters and help protect customers through timely action.
• Maintain confidentiality, professionalism, and strict data privacy in all interactions.
• Follow all fraud response playbooks, communication templates, and escalation guidance.
• Keep complete and accurate records of alerts, customer contacts, escalations, actions taken, and open items.
• Prepare complete case details for permanent staff so they can make fast and informed decisions.
• Work in line with internal controls, data protection rules, and information security standards.
• Ensure fraud incidents from EFMS or other operational channels are logged, assessed, escalated, and tracked through closure.
• Review fraud parameter performance and share analysis to help refine rules against new or previously unseen suspicious behaviour.
• Forward internal fraud suspicions to the fraud investigations team for further action.
• Take part in training on fraud monitoring, customer engagement, escalation handling, and system usage.
• Stay ready to work effectively in a 24/7 environment with rotating shifts.
• Share feedback on new fraud trends and operational challenges to help improve detection and response capabilities.
• Comply with QCB instructions, AFCM requirements, compliance policies, fraud control, AML/CFT, data protection, and information security frameworks.
• Maintain the highest standards of confidentiality, ethical conduct, punctuality, and HR policy compliance.

Requirements

• Bachelor’s degree in Banking, Finance, Accounting, Business Administration, Information Systems, Customer Service, or a closely related discipline.
• At least 3 years of relevant experience in fraud monitoring, call-centre fraud handling, AFCM processes, banking operations, or compliance, ideally in a 24/7 setting.
• Hands-on knowledge of MS Office tools, especially Excel, Word, and Outlook.
• Previous exposure to real-time fraud monitoring or customer verification work.
• Strong analytical and investigative capability.
• Ability to evaluate suspicious activity quickly and under pressure.
• Clear spoken communication for customer-facing situations.
• Strong written documentation skills.
• Very high attention to detail and disciplined adherence to procedures.
• Willingness and ability to work rotating shifts, including nights, weekends, and public holidays.
• English and Arabic communication skills are preferred.

Additional information

This role is based in Qatar and operates in a 24/7 rotating shift environment. The work requires strict confidentiality, strong professionalism, and full compliance with attendance expectations and HR policies. The position also involves maintaining knowledge at a level that ensures full qualification for the role.