Fraud Associate

About GoTyme

GoTyme is a joint venture between the Gokongwei Group, one of the biggest conglomerates in the Philippines, and the Singapore-headquartered digital banking group Tyme. This venture combines the trusted Gokongwei brand, customer base, and distribution ecosystem with Tyme’s globally proven digital banking technology and hands-on experience building South Africa’s leading digital bank, TymeBank, one of the fastest-growing digital banks in the world today.

At GoTyme, we have embarked on a journey to democratize financial services and bring next-level banking to the Philippines. We seek individuals who share our belief that the game is worth changing, to join our growing team of GoTymers as we build, launch, and scale a bank that empowers all Filipinos to navigate a path to financial freedom.

About the role

The Fraud Associate executes core fraud case management, customer service, and compliance activities. This role supports the Fraud Operations functions while maintaining operational efficiency, risk mitigation, and internal control compliance.

Customer Focus & Service Delivery

• Handle assigned fraud cases and complaints within agreed SLA (95% compliance target)
• Resolve routine fraud complaints
• Ensure compliance with AFASA requirements
• Escalate critical or complex cases to Sr. Specialist or Lead appropriately
• Maintain professional communication with customers and internal stakeholders

Operational Execution

• Process daily queue volume to meet assigned productivity targets
• Execute account blocking, holds, and lifting actions following established procedures
• Complete STR/BSP regulatory submissions within deadline requirements
• Maintain accurate case documentation with audit trail completeness
• Identify and report recurring rework issues or process gaps

Quality & Compliance

• Maintain case quality standards
• Follow all account control procedures with 100% approval compliance
• Ensure zero critical errors in sensitive account actions
• Comply with fraud investigation protocols and regulatory requirements
• Maintain confidentiality and information security standards
• A Bachelor's Degree in any related field. A graduate of a non-technical course is acceptable, with strong technical aptitude.
• Minimum 3–5 years experience in fraud management within a banking or financial services environment
• End-to-end fraud cases handling (payments/transactions/channel fraud) and using case management and monitoring tools
• Expertise on the use of MS Office Tools
• Understanding of fraud modus/typologies (ATO, payment fraud, ML, KYC/AML).
• BSP compliance and regulatory requirements
• Familiar with MORB Guidelines and AFASA
• Good to have: SQL and/or a programming language for data checks, basic analysis, and investigation support