Job Summary

Summary
The case management analyst is responsible for managing the end-to-end lifecycle of fraud investigations, ensuring cases are properly reviewed, investigated, documented, escalated and resolved. The role serves as a central coordinator between level 1 Analysts, escalation support, remediation support and various other teams

Key Responsibilities

Responsibilities
•    Review case queues and ensure timely assignment of cases based on analyst capacity, workload, and priority.
•    Monitor case progress, track SLA adherence, and proactively provide updates to stakeholders on case status and resolution timelines.
•    Coordinate with Fraud Investigations, Identity Verification, Remediation, and Escalation teams to drive timely case resolution.
•    Review investigation findings and ensure all required actions are completed before case closure.
•    Identify and escalate high-risk cases requiring immediate attention, executive visibility, or cross-functional support.
•    Conduct regular case reviews to ensure compliance with fraud policies, procedures, and quality standards.
•    Analyze case trends to identify recurring fraud patterns, operational gaps, and opportunities for process improvement.
•    Act as the central point of contact for stakeholders, ensuring effective communication across teams.
•    Support root cause analysis and post-incident reviews to improve fraud detection and case handling effectiveness.
•    Develop and maintain case management playbooks, workflows, and operational procedures.
•    Generate and present case management reports, dashboards, and insights to leadership and key stakeholders.
•    Balance analyst workloads effectively to improve productivity and achieve business objectives.

Skill Requirements

Skills Required
•    3-5 years of overall experience with a minimum of 2-year relevant experience
•    Exceptional communication skills – CEFR C1
•    Good knowledge of cybersecurity and network 
•    Familiarity with fraud typologies (ATO, abuse, synthetic identities, etc.)
•    Experience in MS Office 
•    Strong problem-solving and decision-making skills 

Education
•    Bachelor’s degree

Other Requirements

Job Description – Case Management – Fraud Ops
Designation – Sr Analyst
Work Location – Bengaluru 
Work From Office
Shifts – Night Shifts (PST Time zone)