About the Team
The Risk team at Navi is responsible for identifying, assessing, and mitigating potential risks across the organization. The Fraud Risk & Strategy (FRS) team, part of the Risk function at Navi, owns fraud risk prevention, detection and investigation across all of Navi's business. To achieve this, FRS partners with Tech, Product & Analytics teams to define fraud controls, set up alerts as well as identify suspicious patterns through investigations.
The Monitoring (MON) team within FRS is the first line of confirmation for fraud alerts, ensuring timely customer validation and escalation to protect both customers and the company.
About the Role
Navi is looking for a Monitoring Analyst – FRS Operations (Monitoring) to execute outbound customer calls for fraud alert confirmations across its financial services businesses, currently focused on UPI/Payments.
This role is crucial in safeguarding Navi and its customers by validating suspected frauds through IVRS-based and follow-up calls, gathering details where fraud is confirmed,
and ensuring timely escalation to the Investigations and Fraud Intelligence teams. The role demands robust communication skills, empathy, and process discipline to deliver accurate outcomes at scale.
This position will report to the FRS Operations Team Lead.
What We Expect From You
● Execute outbound IVRS and manual calls to customers flagged in fraud alerts.
● Drive binary confirmation (Fraud / No Fraud) through clear customer communication.
● For confirmed fraud cases, collect relevant details through structured customer conversations.
● Maintain accuracy, timeliness, and process compliance in all calls and records.
● Document outcomes and ensure smooth handover / escalation to Investigations / Strategy teams.
● Handle sensitive customer conversations with empathy, ensuring positive experience even in fraud contexts.
● Track and report key performance indicators (hit rate, accuracy, call adherence, TAT).
● Proactively raise any ano