Fraud Analyst & Technical Support - (Billing & Sales)

Job Summary:

We are looking for a detail-oriented and analytical Fraud Analyst to support a U.S. client in identifying, investigating, and preventing fraudulent transactions, suspicious account activities, and potential security risks. The ideal candidate has previous voice-based BPO experience handling U.S. accounts, preferably with a background in billing, sales, and technical support.

The role requires strong analytical and problem-solving skills, attention to detail, and the ability to review account information, investigate unusual activities, and help protect customers and business operations from fraud.

Key Responsibilities:

• Review customer accounts, billing records, payment transactions, and account activities to identify potential fraud.

• Investigate suspicious transactions, unauthorized charges, billing discrepancies, and unusual account behavior.

• Verify customer information and account details in accordance with established security and fraud prevention procedures.

• Analyze account records and supporting documentation to assess potential fraud risks.

• Handle customer inquiries and conduct verification calls when necessary.

• Apply technical troubleshooting and account investigation skills to identify unusual system or account activities.

• Coordinate with billing, sales, technical support, and other relevant teams to resolve fraud-related concerns.

• Document investigation findings, maintain accurate case records, and prepare reports.

• Escalate high-risk transactions and suspicious activities according to company policies.

• Follow data privacy, security, and compliance standards when handling sensitive customer information.

• Meet established productivity, quality, accuracy, and investigation targets.

Qualifications:

• At least 6 months to 1 year of voice-based BPO or call center experience, preferably handling U.S. accounts.

• Background in billing, sales, and technical support is highly preferred.

• Experience handling payment disputes, billing concerns, account verification, technical issues, or customer account management is an advantage.

• Strong verbal and written English communication skills.

• Excellent analytical, investigative, and problem-solving abilities.

• High attention to detail and the ability to identify inconsistencies or suspicious account activities.

• Comfortable navigating multiple computer systems and customer account management tools.

• Ability to handle confidential information professionally and securely.

• Willing to work onsite in Davao City and follow a shifting schedule, including night shifts, weekends, and holidays, as required by the U.S. client.

• Can start ASAP