The Operation Officer stationed at IACSC will coordinate with LEAs and BFIs to ensure timely responses to cyber scams and suspected fraudulent transactions. Responsibilities include monitoring eSewa wallet accounts, placing liens and restrictions on disputed funds, coordinating reversals, and providing transaction records for investigations in compliance with applicable laws, regulations, and internal policies. The role aims to minimize response delays, preserve disputed funds, and strengthen fraud prevention and investigation.

Qualification and Experience

• Bachelor’s degree in Business, IT, Management, Banking and Finance, or a related field.
• 6 months to 1 year of experience in dispute handling, operations, or a related field.
• Willingness to work rotational shifts, including early and late shifts, weekends, and public holidays, and to work from the designated on-site LEA office.

Job Description

• Serve as the on-site operational liaison between eSewa and designated LEAs/BFIs representatives, facilitating timely communication, responding to requests, and escalating unresolved issues.
• Monitor relevant eSewa wallets and transaction activities, assess fraud reports received from LEAs and BFIs, and respond promptly to suspected fraudulent transactions to support immediate intervention.
• Impose holds, lien or account restrictions on relevant eSewa wallets or disputed amounts within delegated authority and applicable procedures, while maintaining proper records and follow-up.
• Facilitate lien release and account activation of eSewa wallets within delegated authority and applicable procedures, while maintaining proper documentation.
• Coordinate with the Dispute Resolution Team and other relevant internal teams to verify disputed transactions and facilitate reversals after fulfilling applicable consent, verification, and legal authorization requirements.
• Assist in tracing transaction flows, chain transactions, identifying linked accounts and suspicious activities, and collecting and preserving relevant transaction records to support investigations by authorized stakeholders.
• Prepare and provide authorized transaction records, case reports, and incident summaries while maintaining accurate documentation and audit trails of requests, actions, and outcomes.
• Identify recurring fraud patterns, emerging threats, and potential system vulnerabilities, and report relevant findings to the Dispute Resolution Team and other concerned internal stakeholders for appropriate action.
• Facilitate investigations by providing relevant eSewa user KYC information to Law Enforcement Agencies (LEAs), in accordance with applicable legal and regulatory requirements.
• Reporting on day-to-day activities performed and providing relevant feedback.

Required Skills

• Fluent in Nepali and English in both written and speaking
• Proficiency in MS Office and learning internal systems quickly
• Need to have driving license and two wheelers
• High integrity and the ability to handle confidential information
• Ability to work independently and as a part of a team
• Familiarity with transaction processing systems and platforms

Benefits of Working at eSewa

• Stellar opportunity to work with the rising company
• The amazing and passionate young team, beautiful office space
• Trust of biggest FinTech company.
• One-of-a-kind company culture and growth opportunities to accelerate your career progression.

How to apply?

We are always keen to meet energetic and talented professionals who would like to join our team. Click on the button below and submit your application to apply for the post.

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