Recovery Analyst - Fraud Recoveries Manila (Commercial & Investment Bank)

Protecting clients starts with smart recovery and clear communication. In this role, you will take ownership of complex fraud recovery cases and help minimize client losses. You will build investigative expertise, strengthen judgment, and partner across teams to drive outcomes. If you thrive in ambiguity and care about client experience, this role offers meaningful impact.

As a Fraud Recovery Analyst in the fraud recovery team, you will manage complex fraud recovery cases and support business clients throughout the resolution process. You will serve as the primary point of contact for assigned cases, investigate potentially fraudulent transactions, and coordinate with internal partners to pursue recovery opportunities. You will balance client experience, operational risk considerations, and applicable requirements while navigating cases with evolving facts, multiple stakeholders, and extended timelines.

Job responsibilities

• Own fraud recovery cases from intake through resolution, maintaining clear documentation and timely follow-up.
• Investigate potentially fraudulent check, Automated Clearing House (ACH), wire, and electronic transactions to identify recovery options.
• Analyze payment activity, case details, and client-provided documentation to determine an appropriate recovery strategy.
• Communicate with clients to provide clear updates, manage expectations, request required information, and explain outcomes.
• Coordinate with internal partners (for example, client service, legal, operations, product, risk, and fraud teams) to resolve complex cases and escalations.
• Prioritize and manage multiple active cases with varying complexity, urgency, and dependencies.
• Support indemnity or hold-harmless reviews, legal requests, escalations, exceptions, and other judgment-based activities.
• Apply sound judgment when handling sensitive situations, potential financial loss, and incomplete or evolving information.
• Identify recurring themes, emerging risks, control gaps, and process improvements that strengthen recovery performance and client experience.
• Contribute to knowledge sharing, procedure updates, cross-training, and initiatives focused on modernization and operational effectiveness.

Required qualifications, capabilities and skills

• 3 years of operations experience in either of the following in one or more of the following areas: fraud, payments, financial services, investigations, claims, or client service.
• Strong critical-thinking, investigative, and problem-solving skills, with the ability to evaluate complex scenarios and make risk-based decisions.
• Excellent written and verbal communication skills, including the ability to communicate clearly with clients, peers, business partners, and senior stakeholders.
• Demonstrated ability to manage multiple priorities in a fast-paced environment with changing needs, dependencies, and deadlines.
• Ability to navigate ambiguity, maintain ownership, and move cases forward when resolution depends on external parties or extended timelines.
• Working knowledge of fraud recovery approaches, payment systems, and related operational controls.
• Ability to build effective partnerships across multiple functions and use internal resources appropriately.
• Strong client focus, professional presence, discretion, and adaptability when managing high-impact or sensitive situations.

Preferred qualifications, capabilities and skills

• Experience supporting business or institutional banking clients.
• Experience with check, Automated Clearing House (ACH), wire, and electronic payment fraud, including recovery and legal process support.
• Experience with case management, escalations, loss mitigation, root-cause identification, or continuous improvement.

Additional Information

• Work Schedule: 8:00 PM - 5:00 AM MNL Time, with Saturday & Sundays Offs (schedule may vary depending on business need - primarily on a Night Shift).

All application requirements (including updated resume - please include specifics of your career) should be posted, submitted and completed in the Oracle tool. 

In partnership, Hiring Managers and Recruiters will review applications to determine which candidates best meet the required skills and experience specified in the job description. While not every application will result in an interview, applications will be acknowledged.