• Independently review flagged loan applications identified by automated detection systems and manual underwriter referrals, applying discretion to evaluate complex, incomplete, or contradictory information across 40+ daily reviews. • Maintain detailed fraud case documentation and tracking to support auditability and reporting. • Perform comprehensive fraud investigations by analyzing income and identity documentation, integrating third-party identity verification data to validate applicant authenticity and detect potential risk signals. • Monitor real-time application queues using investigative tools; make informed disposition decisions based on evolving fraud typologies and risk signals. • Investigate high-risk applications by navigating multiple internal and external systems to cross-reference data, including customer behavior patterns, IP addresses, and geolocation data. • Ensure timely, compliant resolution of high-risk applications in accordance with service level agreements, balancing efficiency with the need for distinct, thorough risk evaluation in each case. • Conduct daily reviews of funding accounts to identify potential fraud, misrepresentation, or customer service concerns, and escalate urgent issues to management. • Identify and interpret patterns indicative of organized fraud rings or synthetic identities; escalate to senior analysts or management with documented findings and procedural or system enhancement recommendations. • Works on fraud-related projects as assigned by management. • Demonstrates working knowledge of a broad regulatory framework including Reg E, Reg Z, FCRA, NACHA, OFAC, TCPA, and UCC, ensuring all fraud investigations and communications remain fully compliant. • Support BSA/AML compliance obligations including recognition of potential money laundering indicators; assist with SAR filing processes where applicable and in coordination with Compliance. • Contribute to the continuous improvement of fraud detection logic by surfacing emerging typologies and operational gaps identified during case review. • Actively works to reduce false positives and improve operational efficiency through procedural recommendations. • Work alongside internal and BPO teams to achieve department goals.

• Support the implementation lifecycle from SOW signature through tenant go-live, helping coordinate tasks and track progress • Help prepare materials for internal and external kickoff meetings, ensuring stakeholders have the information they need • Assist with communication between Data Operations, R&D, and Customer Success to keep data-related workflows on track • Track data movement across the client portfolio—receipt, ingestion, and ongoing updates—proactively flagging inconsistencies or anomalies • Help maintain organized records of account details including SOW information, configuration files, and key contact lists • Follow and help document repeatable processes that support cross-team collaboration and a consistent customer experience • Gather and organize key data points and updates to help Customer Success Managers and Account Executives stay informed • Support Attribution engagements by helping collect training data, organize inputs, and assist with customer onboarding alongside the Attribution Program Manager • Assist with customer training sessions on Harmonya’s Attribution capabilities and help process ongoing data inputs • Help ensure attribution-related data is collected in the correct format and routed to the right internal teams

Role Description This is a remote role for individuals who currently reside in the Philippines. The Data Analyst plays a key role in supporting the client's BPO network by delivering accurate reporting, ensuring governance compliance, and maintaining clear visibility into performance across voice, chat, and email channels. The role centers on data integrity, dashboard management, partner governance, and operational support. - Build, maintain, and distribute daily/weekly/monthly dashboards - Analyze performance trends, conduct root-cause analysis, and provide actionable insights - Track volume allocation and identify variances - Maintain organized partner and shared documentation, including version control and onboarding materials - Support change management by tracking approvals, distributing updates, and ensuring proper documentation - Coordinate governance activities, including agendas, meeting logistics, recaps, and action item tracking - Monitor compliance requirements and escalate overdue action items across staffing, training, and security - Manage leadership trackers and draft/distribute communications, meeting invites, and summaries Qualifications - 2+ years of experience in contact center operations, BPO vendor management, or business analytics - Experience with workforce management tools, quality monitoring platforms, or CRM systems (e.g., Salesforce, NICE, Verint) - Experience building and maintaining performance dashboards and reporting packages - Strong proficiency in Microsoft Excel (pivot tables, complex formulas, data modeling) and PowerPoint Requirements - Familiarity with NPS, CSAT, AHT, SLA, and other contact center performance metrics - Exposure to J.D. Power survey methodology or customer satisfaction benchmarking programs - Lean Six Sigma or Project Management certification Company Description Equal Opportunity Employer M/F/D/V

• Market and communications analysis • Social media analysis • Trend research • Creative briefs and insights