Ref Number: Req_00158125
Primary Location: Santa Tecla
Time Type: Full time
Workstyle: Onsite
Category: Customer Experience (CX)
Job posted by
Description Position overview:We are seeking a detail-oriented Fraud Review Representative to analyze and investigate potential fraud alerts within our financial transaction system.
Review and analyze alerts triggered by internal fraud prevention systems
Assess customer details, transactions, and patterns to identify potential fraudulent activity
Make independent decisions on alert classifications:False positive determinations
Customer Agreement violations
Cases requiring further investigation
Confirmed fraud cases
Communicate with customers to obtain additional documentation
Write detailed investigation narratives
Conduct thorough investigations by gathering and analyzing information.
Execute account deactivations and file Suspicious Activity Reports (SARs)
Review various types of fraud including scams, unauthorized transactions, and compromised accounts
Label suspicious payments and es... as needed
Meeting or exceeding all metrics in your current role or LOB for the last 3 months.
Minimum of 95% attendance
Minimum of 1 year as an employee of TELUS International.
Minimum of 6 months in current position and account.
No active disciplinary processes.
Schedule flexibility.
Managing self development
Embracing technology
Focusing on customers
Giving support
Strong oral/ written communication skills depending on channel supported
Strong knowledge of the product/ services being supported
Ability to manage multiple priorities and time effectively
Ability to handle stressful situations calmly and professionally
Knowledge of transaction monitoring systems is a plus
Understanding of various fraud typologies is a plus




Qualifications BA/BS degree preferred, preferably in business administration, Industrial Engineering, or related careers - Desirable
English - B1/B2 Oral and written comprehension
Appropriate use of language
Experience with financial fraud detection and prevention - Desirable
Experience with customer due diligence processes - Desirable
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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 integral 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 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.

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📌 Fraud Prevention Specialist (Backoffice) (Nezahualcóyotl)
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