Senior Fraud Operations Executive (Investigation)

About LINE PayLINE Pay is an integrated online and offline payment platform under LINE MAN Wongnai and LINE Thailand, following the acquisition in August 2023. LINE Pay offers seamless payment services, including an easy and secure digital wallet, and quick on-the-go payment options for purchases, money transfers, or top-ups. LINE Pay services can be utilized within public transportation, for purchasing goods and services from partner brands, as well as for various utility bill payments.For Senior Fraud Operations Executive (Investigation) role, you'll be responsible for leading and executing fraud investigation activities to protect the organization from financial crime risks. This role analyzes customer behavior, transaction patterns, and internal data to identify potential fraud, while overseeing CFR management, regulatory alignment, and cross-functional coordination. You will work closely with Customer Support (CS), Compliance, Legal, and external authorities to ensure timely, accurate, and compliant fraud investigations. The role also contributes to operational improvements and provides fraud insights to senior leadership.What you'll Do:Fraud Detection & InvestigationAnalyze transaction data, customer activity, and internal records to identify suspicious patterns and potential fraudulent behaviorsConduct thorough investigations into reported fraud cases, including evidence collection, stakeholder interviews, case assessments, and preparation of detailed investigation reportsHandle police letter requests and coordinate with authorities; gather evidence for legal and regulatory purposesCollaborate closely with Compliance and Legal teams to ensure all investigations align with BOT/AMLO regulations and internal fraud/AML policiesCFR & Case Management LeadershipManage and support the team in working closely with Customer Support (CS) to investigate and complete Confirmed Fraud Reports (CFR) within defined SLAsOversee the end-to-end handling of CFRs and other fraud cases, ensuring investigations are accurate, timely, and aligned with operational standardsMaintain accurate, complete, and audit-ready documentation for all investigations, case communications, and resolutionsReporting & Cross-Functional CollaborationPresent fraud insights and operational updates to leadership, including investigation performance, emerging trends, SLA compliance, and overall customer impactCollaborate with cross-functional stakeholders to understand upstream issues, minimize financial losses, and strengthen fraud prevention controlsSupport CS and other internal teams in resolving fraud-related inquiries and escalating complex cases appropriatelyOperational Excellence & Continuous ImprovementIdentify gaps in fraud processes and implement improvements to increase investigation speed, quality, and effectivenessParticipate in and support fraud-related initiatives, systems enhancements, and operational efficiency projectsStay informed on industry fraud trends, regulatory changes, and best practices to continually enhance fraud detection and prevention capabilitiesWhat You’ll NeedBachelor’s degree in Business Administration, Finance, Accounting, Engineering, Statistics, or a related field.Experience in fraud investigationExperience in e-commerce, payments, banking, or fintech is a strong advantageGood understanding of card networks, payment gateways, merchant operations, and CFR processesStrong analytical thinking and attention to detail, with the ability to identify irregular patterns and potential fraud risksExcellent communication and coordination skills across multiple functions (CS, Finance, Payments, Operations, etc.)Proficiency in Excel, Google Sheets, and/or other analytical and reporting toolsProactive, organized, and comfortable working in a fast-paced environment