CSA

ABOUT FIRSTSOURCE Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specialises in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes. We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, Mexico and India. Our rightshore delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals. Our clientele includes Fortune 500 and FTSE 100 companies

Role: Operations Associate / Analyst – Fraud Prevention & AML Department: Economic Crime Operations Location: Mumbai & Bangalore Shift: Rotational (aligned with UK business hours) Role Overview The Operations Associate will be responsible for supporting the banks Economic Crime function by performing fraud prevention, fraud investigation, scam investigation, and sanctions screening activities. The role requires strong analytical skills, attention to detail, and the ability to review and assess transactional and customer data to identify potential fraud, financial crime, or anti-money laundering risks. The role plays a critical part in safeguarding customers and protecting the bank from financial crime by ensuring accurate and timely identification, investigation, and resolution of suspicious activities. Key Responsibilities

• Review alerts and cases related to suspicious transactions and potential fraud activities.
• Identify unusual transaction patterns and proactively prevent fraudulent activities.
• Take timely action to mitigate fraud risk and protect customer accounts.
• Conduct detailed investigations into reported fraud and scam cases.
• Analyse transactional data, customer activity, and case history to determine legitimacy.
• Document findings clearly and ensure cases are handled in line with internal policies and regulatory requirements.
• Review sanctions screening alerts and potential name matches.
• Conduct investigations to identify possible links with sanctioned entities or individuals.
• Escalate high-risk cases in accordance with Anti-Money Laundering (AML) and sanctions policies.
• Maintain accurate documentation of investigation findings within internal systems.
• Ensure all cases meet required service level agreements (SLAs).
• Follow established procedures and compliance guidelines while handling cases.
• Adhere to all regulatory, compliance, and internal risk management guidelines.
• Maintain strict confidentiality and data protection standards while handling customer information. Required Skills & Competencies Analytical & Cognitive Skills
• Strong analytical and logical reasoning skills to identify suspicious patterns and anomalies.
• Ability to analyse multiple data points and form clear investigative conclusions.
• Strong problem-solving capability. Attention to Detail
• High level of accuracy and attention to detail while reviewing transactions and alerts.
• Ability to detect small inconsistencies that could indicate financial crime risks. Comprehension & Interpretation
• Strong reading comprehension skills to understand case details, policies, and investigation notes.
• Ability to interpret complex information and apply decision-making frameworks. Decision Making
• Ability to make sound, risk-based decisions within defined guidelines.
• Confidence to escalate cases where necessary. Communication Skills
• Clear written documentation of case investigations and findings.
• Ability to articulate observations and investigation outcomes clearly. Time Management
• Ability to manage workload efficiently while maintaining accuracy.
• Comfortable working in a target-driven and SLA-driven environment. Qualifications
• Graduate preferred, undergraduates with 2 years of relevant operations experience may also be considered. Additional Attributes
• High integrity and ethical standards.
• Ability to work in a regulated and compliance-driven environment.
• Adaptability to evolving fraud patterns and regulatory requirements.
• Team-oriented mindset with willingness to learn and develop expertise in financial crime prevention. Key Performance Indicators (KPIs)
• Accuracy and quality of case decisions
• Adherence to service level agreements (SLAs)
• Compliance with regulatory and internal policies
• Productivity and case resolution efficiency