Senior Fraud Operations Executive

About LINE Pay

LINE 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 & Investigation

• Analyze transaction data, customer activity, and internal records to identify suspicious patterns and potential fraudulent behaviors
• Conduct thorough investigations into reported fraud cases, including evidence collection, stakeholder interviews, case assessments, and preparation of detailed investigation reports
• Handle police letter requests and coordinate with authorities; gather evidence for legal and regulatory purposes
• Collaborate closely with Compliance and Legal teams to ensure all investigations align with BOT/AMLO regulations and internal fraud/AML policies

CFR & Case Management Leadership

• Manage and support the team in working closely with Customer Support (CS) to investigate and complete Confirmed Fraud Reports (CFR) within defined SLAs
• Oversee the end-to-end handling of CFRs and other fraud cases, ensuring investigations are accurate, timely, and aligned with operational standards
• Maintain accurate, complete, and audit-ready documentation for all investigations, case communications, and resolutions

Reporting & Cross-Functional Collaboration

• Present fraud insights and operational updates to leadership, including investigation performance, emerging trends, SLA compliance, and overall customer impact
• Collaborate with cross-functional stakeholders to understand upstream issues, minimize financial losses, and strengthen fraud prevention controls
• Support CS and other internal teams in resolving fraud-related inquiries and escalating complex cases appropriately

Operational Excellence & Continuous Improvement

• Identify gaps in fraud processes and implement improvements to increase investigation speed, quality, and effectiveness
• Participate in and support fraud-related initiatives, systems enhancements, and operational efficiency projects
• Stay informed on industry fraud trends, regulatory changes, and best practices to continually enhance fraud detection and prevention capabilities

What You'll Need

• Bachelor's degree in Business Administration, Finance, Accounting, Engineering, Statistics, or a related field.
• Experience in fraud investigation
• Experience in e-commerce, payments, banking, or fintech is a strong advantage
• Good understanding of card networks, payment gateways, merchant operations, and CFR processes
• Strong analytical thinking and attention to detail, with the ability to identify irregular patterns and potential fraud risks
• Excellent communication and coordination skills across multiple functions (CS, Finance, Payments, Operations, etc.)
• Proficiency in Excel, Google Sheets, and/or other analytical and reporting tools
• Proactive, organized, and comfortable working in a fast-paced environment