Transaction Health Senior Analyst

We're looking for a Transaction Health Senior Analyst to join our team in the Singapore office. This role is a unique opportunity to have an impact on Wise’s mission, grow as an analyst, help save millions more people money and work in a disruptive, fast-growing and fun environment.

Your mission:

Wise has already pioneered new ways for people to transfer money across borders and currencies. Our customers can also manage their hard-earned money with the world’s first platform to offer true multi-currency banking, and they can spend every day using our Wise debit card.

Card payments represent a large part of the funds moved to Wise daily, and card fraud disputes are an inevitable part of that. Our Card Fraud team thus supports Wise’s mission in a very impactful area.

We have an awesome operational team handling these Card Fraud disputes in four countries across the globe; a unified team that works very closely with our dedicated engineering and product teams.

As a Card Fraud Analyst, you get to support your team’s operational success and bring your expertise to upscale the domain; driving detection and prevention focused initiatives with long-lasting impacts will be part of your daily work.

Here’s how you’ll be contributing to the team:

Reducing Card Fraud loss (Spend product costs):

• Analysing Card Fraud dispute trends, independently querying databases and doing data deep dives
• Prioritising and delegating Card Fraud prevention workflows in line with our KPIs
• Card Fraud prevention rule creation: rule scope validation, rule creation, and monitoring post rule implementation
• Prioritising customer experience/impact from rule declines by writing rules with a high level of accuracy and quality that do not unnecessarily decline transactions causing a loss of revenue for Wise.
• Working closely with Product and Engineering teams to drive optimal customer experience from fraud declines and alerts
• Working closely with the Data science team on machine learning models
• Leading long term Card Fraud prevention projects contributing to the KRIs/KPIs/OKRs.
• Providing data and writing rules in relation to incidents, and managing incidents if needed.
• Effectively communicate and explain Card Fraud prevention strategies to Wisers who are not on the fraud prevention team

Card Fraud Prevention and Risk Management

• Protect our Wise cardholders from unauthorised card usage, scams, and payment instrument and account takeover fraud.
• Spend fraud rule creation and optimisation to mitigate the impact of card fraud on Wise cardholders suffering monetary loss, Spend fraud BPS (scheme compliance & fees), and unrecoverable fraud loss (product cost)
• Understand and implement machine learning scores within static fraud rules to improve rule precision and recall.
• Work with data science on the optimisation and periodical retraining of the internal card fraud machine learning model.
• Own longer term projects targeted at card fraud reduction.
• Engage Spend Product and Engineering teams to drive rule engine improvements, with the focus of optimising the card fraud customer journey from rule declines to rule alerts and dispute submission.
• Staying up to date with fraud trends highlighted by the card schemes, governmental organisations, and the media.

Team Direction and Analytics Management

• Prioritise and delegate work for a small team of analysts, effectively driving the team to focus on highest leverage activities. Plan, structure and coordinate analyst work effectively, responding appropriately to challenges as they arise.
• Ensure that card fraud prevention work is prioritised in line with our OKRs, KPIs, and overall strategy.
• Deliver or materially contribute to the prevention of large scale card fraud waves or prevention projects, and is good at helping others overcome blockers
• Lead projects and develop up to 1-2 analysts by coaching and supporting analysts in a manner that is aligned with their development needs and with the aim of increasing their impact

KPI & performance measurement management

• Managing and ensuring KPI and performance metrics accessibility to Teams
• Ensuring any required data is available to the Card Fraud Ops team - either by providing the data in an accessible manner or by driving engineering changes where necessary.
• Strong collaboration with Leadership on KPI (maintenance & building)
• Identifying the problematic areas based on KPI performance
• Identifying product issues and improvement areas (cross team)

Incident Management

• Providing data and relevant insights to all stakeholders for the purposes of incident management
• Able to identify card fraud prevention gaps and come up with strategies to mitigate risk and resolve the incident
• Able to perform in an incident manager role if needed
• Escalating risks sitting outside of the Card Fraud domain (or appetite) to external stakeholders

Qualifications

• Your verbal and written English skills are excellent. If you speak other languages then that’s a bonus!
• You have strong attention to detail, punctuality, and are comfortable taking initiatives.
• You are good with routine but can also adapt and keep up with fast changes.
• You are able to work independently but also know how important good team-work is.
• You can make decisions in critical situations and have the ability to multitask.
• You have a genuine enthusiasm for the FinCrime industry.