Monitoring Analyst - Fraud Risk & Strategy Operations

About the Team

The Risk team at Navi is responsible for identifying, assessing, and mitigating potential risks across the organization. The Fraud Risk & Strategy (FRS) team, part of the Risk function at Navi, owns fraud risk prevention, detection and investigation across all of Navi's business. To achieve this, FRS partners with Tech, Product & Analytics teams to define fraud controls, set up alerts as well as identify suspicious patterns through investigations.

The Monitoring (MON) team within FRS is the first line of confirmation for fraud alerts, ensuring timely customer validation and escalation to protect both customers and the company.

About the Role

Navi is looking for a Monitoring Analyst FRS Operations (Monitoring) to execute outbound customer calls for fraud alert confirmations across its financial services businesses, currently focused on UPI/Payments.

This role is crucial in safeguarding Navi and its customers by validating suspected frauds through IVRS-based and follow-up calls, gathering details where fraud is confirmed, and ensuring timely escalation to the Investigations and Fraud Intelligence teams. The role demands strong communication skills, empathy, and process discipline to deliver accurate outcomes at scale.

This position will report to the FRS Operations Team Lead.

What We Expect From You

• Execute outbound IVRS and manual calls to customers flagged in fraud alerts.
• Drive binary confirmation (Fraud / No Fraud) through clear customer communication.
• For confirmed fraud cases, collect relevant details through structured customer conversations.
• Maintain accuracy, timeliness, and process compliance in all calls and records.
• Document outcomes and ensure smooth handover / escalation to Investigations / Strategy teams.
• Handle sensitive customer conversations with empathy, ensuring positive experience even in fraud contexts.
• Track and report key performance indicators (hit rate, accuracy, call adherence, TAT).
• Proactively raise any anomalies or trends observed during customer conversations.

Must Haves

• Strong verbal communication skills in English and regional languages
• Empathy and ability to handle sensitive customer conversations
• Process-oriented, with strong focus on accuracy and compliance
• Ability to work independently and as part of a team
• Prior experience in CX calling / fraud monitoring / customer verification is preferred
• Familiarity with digital lending, payments, or BFSI customer service processes is an added plus

About Navi

We are on a mission to make finance simple, accessible and affordable for a billion Indians. Guided by a strong customer-first approach, we are building tech-first solutions that work at scale. Our offerings include a range of financial products and services across Loans, Insurance, Mutual Funds, Digital Gold and UPI.

Founded by Sachin Bansal & Ankit Agarwal in 2018, we are one of Indias fastest-growing financial services organisations. But were just getting started!

Our Culture

At Navi, were a place where ambition meets opportunity and ideas turn into impact quickly. We empower people with high ownership from the start, encouraging them to solve meaningful problems and build with excellence. Teams here work in an environment that values speed, collaboration and craftsmanship, while celebrating learning, growth and shared wins along the way. Whether youre shaping the future of fintech products or driving innovation behind the scenes, life at Navi means being part of a high-energy, talent-driven workplace where your contributions truly make a difference.

Were guided by our own operating system - The Navi OS - a set of principles that shape how we work and win together. You can explore them at navi.com/our-values to see what drives us every day.

If this feels like you, Navi is the place to grow, thrive and make a real impact.