Risk, Fraud & Compliance Officer

Risk, Fraud & Compliance Officer

About VXI

VXI Global Solutions is a BPO leader in customer service, customer experience, and digital solutions. Founded in 1998, the company has 40,000 employees in more than 40 locations in North America, Asia, Europe, Africa, and the Caribbean. We deliver omnichannel and multilingual support, software development, quality assurance, CX advisory, and automation & process excellence to the world’s most respected brands. 

VXI is one of the fastest-growing, privately-held business services organizations in the United States and the Philippines, and one of the few US-based customer-care organizations in China.

VXI is also backed by private equity investor Bain Capital. Our initial partnership ran from 2012 to 2016 and was the beginning of prosperous times for the company. During this period, not only did VXI expand our footprint in the US and the Philippines, but we also gained ground in the Chinese and Central American markets. Additionally, we acquired Symbio, expanding our global services offering and enhancing our competitive position.

In 2022, Bain Capital re-invested in the organization after completing a buy-out from Carlyle. This is a rare occurrence in the private equity space and shows the level of performance VXI delivers for our clients, employees, and shareholders.

For more information about VXI, visit: www.vxi.com 

For more information about our partnership with Bain, please visit: 

https://www.baincapital.com/news/bain-capital-completes-acquisition-vxi-global-solutions 

About Role

We are seeking a highly analytical and investigative professional to create compliance and risk actionable insights. This role monitors behavioral indicators, access activity, and operational anomalies to detect and prevent insider-driven fraud, data misuse, and policy violations across a global environment.

What You’ll do:

• Identify insider behavioral risk and early-warning indicators to detect fraud
• Use data to identify fraud rings, coaching fraud patterns, KPI manipulation, and payment diversion schemes
• Deliver actionable insights that strengthen controls and prevent incidents.
• Active assessment and monitoring of floor activities to identify behaviors or policy infractions
• Working with Sr. Site Leadership to identify, reduce and help resolve non-compliance

Position Summary

The Risk and Fraud Officer is responsible for identifying, analyzing, and reporting insider-driven risks across the enterprise. This role monitors behavioral indicators, access patterns, data movement, and operational anomalies to detect early signs of fraud, misuse of systems, policy violations, or emerging threats. The Risk and Fraud Officer executes risk and fraud frameworks that identify, resolve, and prevent incidents before they escalate. This role partners closely with Global Risk & Fraud Investigations, Compliance, IT Security, HR, and Operations leadership to ensure swift containment, root cause remediation, and long-term control improvements.

Key Responsibilities

Threat Detection, Analytics and Compliance

• Perform discovery, analysis using insider threat detection models focusing on behavior, access anomalies, and transactional irregularities.
• Review data created by fraud and compliance investigations to identify early-warning indicators for fraud rings, coaching fraud, KPI manipulation, and payment diversion attempts.
• Analyze correlations between team leads, agents, system access, and complaint patterns to identify high risk clusters. Assess company compliance with contract and regulatory requirements
• Performs site validation, integrity drive, and floor sweeps assessments, mock audits, record validation, and participates in third-party audits. Reports out findings and remediations to satisfy corrective actions and gaps as a result of the assessments/audits.

Intelligence Development

• Create ongoing intelligence reports highlighting emerging risks, suspicious patterns, and environmental vulnerabilities.
• Maintain a taxonomy of insider threat behaviors relevant to BPO operations (refund abuse, coaching fraud, data misuse, etc)
• Conduct trend analysis across geographies, business lines, and programs to identify systemic risks.

Incident Support and Collaboration

• Support audits and investigations by providing analytical insights, evidence trails, and risk scoring.
• Work with the Sr. Global Director, Compliance & Audit to assess gaps controls and recommend enhancements.
• Partner with IT Security to validate abnormal activity, access misuse, and technical indicators of compromise.
• Provide HR with behavior-based insights in support of investigations and disciplinary actions.

Insider Risk Scoring and Governance

• Use KRIs to identify insider behavior and noncompliance activities
• Produce reporting and trend summaries

Prevention and Control Improvements

• Recommend new controls to limit opportunities for inside fraud and system misuse
• Assess the impact of incentive plans, operational changes, and workload pressures on insider risk.
• Develop training insights to improve awareness among leaders and support teams.

Leadership Partnership and Feedback Integration

• Drive problem resolution and compliance governance related remediation across the region
• Work with cross functional stakeholders to drive end to end completion of compliance initiatives and goals.
• Demonstrate the ability to receive and integrate direction and feedback constructively, quickly and effectively.
• Escalate issues appropriately and provide clear status, risks, and recommendations.
• Perform other duties as assigned.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience: Bachelor’s/ College degree in business or related field and a minimum of 1 year of fraud analytics, insider threat programs, or risk analysis. Minimum 3 years of experience in lieu of degree will be considered. Experience with BPOs, telecommunication services, financial services, healthcare operations, or call centers is preferred.

Language and Communication Skills: Ability to translate risk signals into actionable insights. Strong ability to effectively present information and respond to questions from groups of managers, clients, and customers.

Reasoning & Critical Thinking Skills: Analytical thinking and strong pattern-recognition ability. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Conflict Resolution Skills: Ability to handle and resolve complex issues within a team, department and client process. Strong cross-functional collaboration.

Technical skills: Create reports, charts, and presentations in Microsoft office programs including Word, Excel, Outlook and PowerPoint. Proficiency with using Internet software (Websites, Browsers). Experience with Project Management concepts is preferred.

Required Skills:

1. Experience required in fraud patterns specific to call centers, customer support and BPO workflows.
2. Expertise in data analysis, behavioral analysis, and anomaly detection.
3. Experience with data and modeling tools. Preference for experience with Power Bi.
4. Experience with interpreting datasets and transforming them into actionable insights.
5. Excellent documentation skills with emphasis on defining business and functional requirements.
6. Excellent organizational, written and verbal skills, with the ability to quickly analyze issues and craft practical, business-oriented solutions
7. Exceptional customer service skills
8. Ability to work in a fast-paced environment under tight deadlines. Must be flexible and able to effectively manage multiple priorities and adapt to changing priorities.
9. Ability to work independently, be self-motivated and take initiative, use judgment, tact and discretion and maintain a high level of confidentiality.

Certificates and Licenses: None

Supervisory Responsibilities: None.

Working Conditions

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is moderate. This job requires working in a business office with computers, printers, and light traffic.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, you must be able to sit for extended periods of time and communicate with individuals through the use of a headset. You must be able to lift up to 10 pounds, have close vision, color vision, depth perception, and ability to adjust your focus with good hand-eye coordination