NCRP Complaints / Fraud Operations

About Decentro Decentro is a Y-Combinator backed banking & payments infrastructure company. Decentro provides building blocks that help companies stitch their fintech workflows in a few weeks. While starting our first fintech venture back in 2014, we spent years convincing banks to partner with us. Before we could launch our fintech product (more here), we had to convince different departments within banks - including technology, business, leadership, legal, and support to get the green signal. Fast forward to today, we realise that banks & regulatory institutions find it difficult to help the longer tail of companies build innovative & compliant fintech solutions. What if there was a platform (think AWS for cloud or Twilio for messaging) that abstracts the complexities of banking, identity, payments, lending, and provides simple APIs so that companies do not have to spend years dealing with banks? We’re solving this pain point at Decentro since 2020. We’ve scaled to process $4 billion + in payment volumes & have 1400+ customers across India & Singapore in multiple verticals such as marketplaces, banks, regulated institutions, fintechs, lenders, gaming, and more. Role Overview: • The candidate will be responsible for managing and investigating NCRP and cybercrime complaints received against Decentro merchants and transactions. • The role involves reviewing transaction and merchant information, investigating disputed or potentially fraudulent transactions, and coordinating with internal teams, merchants, banks, and law-enforcement authorities. • The candidate will ensure timely responses, effective case resolution, and accurate documentation while supporting fraud monitoring and risk mitigation efforts. What is expected from you - • Manage NCRP (National Cybercrime Reporting Portal) complaints and cases received against Decentro merchants and transactions. • Investigate disputed or potentially fraudulent transactions by reviewing transaction details, UTRs, customer and merchant information, fund flows, and supporting evidence. • Coordinate with merchants to obtain transaction-level information, invoices, KYC documents, refund details, and other relevant documentation. • Liaise with banks, NCRP/I4C, cyber police, and other law-enforcement authorities to facilitate complaint investigation and resolution. • Prepare and submit accurate and timely responses to NCRP/cybercrime requests within prescribed turnaround times (TATs). • Track pending complaints, conduct regular follow-ups, and ensure timely case resolution and closure. • Identify and recommend appropriate actions, such as placing holds or liens, restricting transactions, suspending merchants, processing refunds, or initiating account reviews, wherever applicable and in accordance with internal policies and applicable procedures. • Maintain complete, accurate, and audit-ready case documentation, including investigation findings, supporting evidence, communication records, and closure details. • Identify recurring fraud patterns and suspicious transaction trends, and provide inputs to strengthen Fraud Risk Management (FRM), Transaction Monitoring (TM) rules, and merchant monitoring processes. • Work closely with internal teams to improve complaint-handling processes, investigation quality, and response efficiency. What we are looking for - • Good understanding of UPI transactions, digital payments, and payment flows. • Basic understanding of fraud, Anti-Money Laundering (AML), KYC, and KYB processes. • Strong investigation, analytical, and problem-solving skills. • Good written communication skills, particularly for preparing formal responses to banks and law-enforcement authorities. • Strong follow-up, coordination, and case-management skills. • Good working knowledge of MS Excel and data analysis. • Ability to manage high volumes of cases while adhering to strict turnaround times and deadlines. • Strong attention to detail, accuracy, and documentation. Preferred Experience - • Experience handling NCRP or cybercrime complaints. • Experience in banking fraud operations or transaction dispute management. • Experience in Payment Gateway (PG) or Payment Aggregator (PA) operations. • Exposure to Fraud Risk Management (FRM) or Transaction Monitoring (TM). • Experience coordinating with banks, cyber police, or other law-enforcement authorities. Key Performance Metrics - • Adherence to NCRP/cybercrime complaint response TATs. • Case closure rate and timely resolution of complaints. • Ageing and management of pending cases. • Quality and accuracy of investigations and responses. • Completeness and accuracy of case documentation and audit trails. What we offer - • The ability for you to make an impact and lay a foundation for the upcoming fintech innovations. • A multicultural and diverse team of colleagues from different states that speak in total 6 Indian and global languages. • Progressive and flexible work hours that match your personality and lifestyle. • The best-in-class perks and benefits for the team. Check out our careers page for the same: https://decentro.tech/careers/ Backed by global investors such as Ycombinator & Rapyd, we're a contrarian and progressive culture of independent thinkers and systematic executors that are driven to build cool things that matter. If this aligns with you, time to hop on! We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, disability status, or any other characteristic protected by the law. Department: Decentro- Business Experience: 1+ years