Description
Risk Investigator - Fraud
Location: Onsite (Cork HQ, Mahon)
Type: Permanent position
Salary: €35,000 gross p/a + monthly performance bonus
Shifts: 11.30-20.00 Mon-Fri subject to change (weekend coverage, shifts may be introduced in the future)
We're looking for a sharp-eyed
Risk Investigator to protect our users and platform from financial crime. You'll review transactions, flag suspicious patterns, and work directly with customers to keep their accounts safe.
This role gives you the chance to solve complex problems, work with cutting-edge monitoring tools, and make a real difference in fighting fraud every day.
What we offer:
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Stable job: permanent employment contracts
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Performance based bonus
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Opportunity to advance your career
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Great rewards for referring your friends
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Multilingual exposure: improve your spoken and written language skills
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Inspiring and fun environment. Our offices are known for their innovative, fun and pleasant design. Enjoy our 'relax' and 'play' areas as well as our onsite gym
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Community projects. Want to make the world a better place? We run CSR (corporate social responsibility) events all year long
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Private medical insurance coverage (after 6 months tenure). We work with one of the best suppliers (VHI) where you will benefit from a professional package
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Bike-to-work tax relief
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Pension scheme
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Maternity and paternity leave
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Access to GP care and an occupational health advisor
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Subsidized canteen
Overview of tasks:
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Review fraud alerts in our transaction monitoring queue and take action as needed
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Execute account decisions accurately and completely, following documented procedures — including account locking, case notes, AML referrals, closure documentation, and customer communications in the correct sequence
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Contact our users for information on their account usage and transactions
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Identify the correct fraud typology for each case (e.g., account takeover, check fraud, business email compromise) and apply it consistently
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Initiate enhanced due diligence (EDD) reviews on higher-risk users and escalate to the internal Mercury team for completion
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Use the Mercury scorecard to guide and document your decision-making on each alert
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Escalate accounts appropriately through defined channels based on case type and risk level — knowing when to act independently and when to route to an internal reviewer
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Work with our internal team to resolve questions and second opinions through established workflows
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Document investigative findings clearly and escalate unusual or potentially suspicious activity to our partners for SAR consideration
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Maintain organized queues and manage workload efficiently during high-volume periods without sacrificing accuracy
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Develop an understanding of expected activity for each type of user we work with
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Participate actively in QA and coaching sessions, applying feedback consistently to your work
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Have experience in detecting fraud in banking, fintech, or other financial services through structured transaction monitoring workflows
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Be fluent in the language of bank transactions, including ACH, check, debit card, credit card, and wire transfers, both domestic and international
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Understand the business banking landscape and have familiarity with international activity and ownership
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Execute multi-step workflows with precision and completeness — you follow documented steps accurately, don't skip actions under time pressure, and close the loop on every case
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Maintain consistent quality as alert volume increases — your accuracy holds whether you're working through 20 alerts or 80
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Exercise sound judgment about when to escalate — you understand what falls within your authority to resolve independently versus what requires a second opinion or internal routing
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Translate feedback into action by using QA and coaching notes to improve performance and reduce recurring errors
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Exercise empathy and understanding when communicating with users
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Communicate case findings, AML referral detail, and customer-facing notes with accuracy and appropriate detail
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Manage relationships with external parties with confidence and kindness
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Work with efficiency and focus
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Understand how to keep an organized, clean queue
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Effectively track work and stay organized while balancing multiple competing priorities
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Certified Fraud Examiner (CFE) certification or equivalent is a plus but not required
About Company:
TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.
We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.
Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.
Equal Opportunity Employer Statement
At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.
