GIAN PAULO TABILA MACARAEG

JOB PURPOSE:

• The position is primarily responsible for conducting and facilitating investigative analysis of all East West Bank Enterprise Oversight product disputes; namely, credit cards, personal loans, debit cards, auto loans and other products covered by the Enterprise Fraud Division. Depending on the investigation result and need, the Fraud Investigation Officer (FIO) is also tasked to coordinate with various law enforcement agencies and ultimately, represent the Bank as complainant during filing of complaint and court proceedings.

JOB DESCRIPTION:

• Minimize fraud by recommending controls – either by proposing new processes or suggesting modification of current handling, based from investigated fraud cases.
• Collection of fraud case losses due to confirmed lapse in delivery procedure by couriers.
• Preparation of fraud investigation case dispositions and endorses the same to Fraud Investigation Head for approval of Fraud Control Head and to Enterprise Fraud Head.
• Conduct Field Investigation and ocular visits of 3rd party service providers.
• Coordinate with law enforcement regarding fraud case operations.
• Attend court hearings for fraud related cases.
• Conduct Merchant Orientation to mitigate card acceptance fraud.

• Responsible for timely investigation and resolution of customer card fraud related disputes, management of fraud applications, document forensics, field investigation and legal coordination for fraud cases
• Prepares investigation report for Credit and/or Debit fraud related cases with a recommendation to absorb the financial losses or not for the approval of the Business Head/s
• Conducts investigation on possible mule bank accounts and perform account freezing as needed
• Examine submitted KYC documents of mule cases
• Investigates possible fraud applications escalated by other business units
• Determines legitimacy of documents provided by client thru forensics investigation
• Conducts regular fraud awareness and prevention training covering all concerned units
• Performs field work as needed, including but not limited to site ocular, external party or bank client's interview involved in fraud activities, legal and law enforcement coordination, and court summons

• Review real time transactions for both debit and credit cards
• Identify fraudulent transactions through different fraud monitoring tools, and cancel them for further processing
• Conducts of investigation result to relay the information to cardholders, and/if to collect processing fees
• Determine existing fraud trends by analyzing accounts and transaction patterns
• Review fraud transaction alerts and handles transaction confirmation to cardholders
• Investigates possible fraud applications escalated by other business units

• Identify fraudulent activity for debit and credit cards
• Monitoring Day 2 transactions to filter other problems for accounts
• Back-up for Fraud Analyst
• Resolves debit and credit card concerns received through inbound calls
• Conducts outbound calls for transaction verification
• Conducts interbank transaction verification
• Processing cancellation request to/from other banks

• Enhanced customer satisfaction by providing attentive service and anticipating guest needs.
• Reduced waste by carefully monitoring portion sizes and implementing effective food storage practices.
• Conducted regular inventory checks, identifying shortages and preventing stockouts of key ingredients or supplies.

• Participated in on-the-job training, working closely with supervisors and coworkers and asking appropriate questions.
• Learned new materials, processes, and programs quickly.
• Supported departmental tasks to increase understanding of industry processes.
• Supported organizational objectives with help from existing employees.
• Performed administrative functions, answering phones and filing paperwork in support of department.
• Interacted with customers under supervision to support operational objectives.