EWB Case Manager

About the Job

Locations: Makati

Corporate Title: Entry Level

Work Arrangement: Hybrid

Our Digital Products and Channels Team is looking for experienced professionals to join us in Makati  for the role of Case Manager.

In this role, you will ensure confidence in EWB and KOMO digital services by investigating reported fraud and unauthorized transaction complaints within defined SLAs, conducting online surveillance for suspicious activity, and managing related regulatory reporting and account closures. You will also handle Level 2 customer service escalations for accounts flagged due to fraud alerts, coordinating closely with the Enterprise Fraud team to support timely resolution.

Going Further For You.

Whether you're just starting out, or already a seasoned professional, EastWest can help you unleash your potential, and bridge the gap between dream to success.

At EastWest, we empower our employees to drive their careers and are committed to provide the runway for them to grow. We value teamwork and individual initiatives. Join us and be part of a highly engaged team, and a workplace that promotes development and goal attainment.

For 30 years, EastWest has emerged as one of the most consumer-focused universal banks in the Philippines. EastWest is committed to continuously invest in people and in process, product, and service enhancements, and embrace new ideas to enhance the EastWest experience.

What the role will entail

• Monitor social media and online platforms daily for posts involving digital account selling or misuse of EWB and KOMO services.
• Initiate notifications and process bank-initiated account closures for violations of terms and conditions.
• Identify and escalate suspicious or malicious online content involving EWB and KOMO products.
• Analyze large data sets to detect fraud patterns and anomalies.
• Prepare detailed investigation reports and collate documentation for case escalation to Enterprise Fraud.
• Track and report fraud cases, ensuring timely communication with relevant teams.
• Collaborate with team members to share insights and identify trends to enhance fraud detection systems.

What were looking for

• Holder of Bachelor's Degree in any discipline
• At least one year of experience in the banking industry, preferably in a fraud-related function.
• Knowledge of banking regulations, fraud investigation, fraud detection, case management, and data analytics.
• Strong analytical skills with the ability to interpret data, identify trends, and provide insights.
• Excellent communication and interpersonal skills, with the ability to collaborate and influence stakeholders across teams.

What you can expect from joining our team

• Career development and training opportunities
• Competitive salary package and benefits
• Performance-based incentives and recognition programs to reward high-performing individuals
• Opportunity to work with industry experts and be mentored by them
• Defined career progression paths to guide you in your professional growth

To know more about us, and our career opportunities visit https://careers-page.com/eastwest-bank