Fraud Officer / Agent – German & English, Malta

About the role

We are looking for a motivated Fraud Officer / Agent who is fluent in German and English to join our Malta‑based fraud team. The role involves handling inbound and outbound calls, investigating suspicious transactions, and protecting customer accounts while delivering high‑quality service.

Key responsibilities

• Answer inbound and make outbound calls concerning suspected fraud, card security and transaction verification.
• Investigate potentially fraudulent transactions and decide on appropriate mitigation actions.
• Verify customer identity following security and compliance procedures.
• Open, manage and investigate disputes and charge‑back cases, gathering required documentation.
• Submit, track and follow up on charge‑back cases in line with card‑scheme regulations.
• Process card blocks, replacements and account security measures when fraud is confirmed.
• Document all interactions, investigations and resolutions in internal systems.
• Escalate complex cases to senior team members and ensure compliance with regulatory and internal policies.

Required profile

• Fluency in written and spoken German and English.
• Experience in customer service, contact‑centre operations, fraud prevention or banking.
• Strong analytical thinking, problem‑solving and decision‑making abilities.
• Ability to remain calm and professional with distressed customers.
• High attention to detail and an investigative mindset.
• Willingness to work shifts, including weekends and public holidays if required.

Required skills

• Computer literacy and ability to navigate multiple systems simultaneously.
• Familiarity with fraud monitoring and case‑management tools.
• Knowledge of payment cards, banking products and fraud detection processes.