Job SummarySummary The case management analyst is responsible for managing the end-to-end lifecycle of fraud investigations, ensuring cases are properly reviewed, investigated, documented, escalated and resolved. The role serves as a central coordinator between level 1 Analysts, escalation support, remediation support and various other teams.

Key ResponsibilitiesResponsibilities

- Review case queues and ensure timely assignment of cases based on analyst capacity, workload, and priority.

- Monitor case progress, track SLA adherence, and proactively provide updates to stakeholders on case status and resolution timelines.

- Coordinate with Fraud Investigations, Identity Verification, Remediation, and Escalation teams to drive timely case resolution.

- Review investigation findings and ensure all required actions are completed before case closure.

- Identify and escalate high-risk cases requiring immediate attention, executive visibility, or cross-functional support.

- Conduct regular case reviews to ensure compliance with fraud policies, procedures, and quality standards.

- Analyze case trends to identify recurring fraud patterns, operational gaps, and opportunities for process improvement.





- Act as the central point of contact for stakeholders, ensuring effective communication across teams.

- Support root cause analysis and post-incident reviews to improve fraud detection and case handling effectiveness.

- Develop and maintain case management playbooks, workflows, and operational procedures.

- Generate and present case management reports, dashboards, and insights to leadership and key stakeholders.

- Balance analyst workloads effectively to improve productivity and achieve business objectives.

Skill RequirementsSkills Required

- 3-5 years of overall experience with a minimum of 2-year relevant experience.

- Exceptional communication skills - CEFR C1.

- Good knowledge of cybersecurity and network.

- Familiarity with fraud typologies (ATO, abuse, synthetic identities, etc.).

- Experience in MS Office.

- Robust problem-solving and decision-making skills.

Education

- Bachelor's degree.

Other Requirements

- Case Management - Fraud Ops

- Designation: Sr Analyst

- Work Location: Bengaluru

- Work From Office

- Shifts: Night Shifts (PST Time zone)

📌 Analyst (Non-Voice) (India)
🏢 HCL Technologies
📍 India