Job Responsibilities
Ensure that all inbound and outbound Fraud cases (calls and emails) are actioned in order to provide assistance/feedback to customers.
Analyse alerts flagged on the fraud monitoring systems and confirm validity of suspicious transactions/activity with customers in order to detect/prevent fraud (all fraud types).
Load security blocks where suspicious transactions/activity cannot be confirmed with customers and make clear notes on the fraud monitoring and case management systems.
Ensure that procedures are always followed.
Ensure that high risk/unusual activity is escalated immediately.
Escalate any errors/deviations from procedures immediately.
Monitor and adhere to shift roster.
Maintain customer confidentiality.
Deal with customers in a professional manner.
Provide feedback to internal and external stakeholders.
Escalate/report high risk incidents immediately.
Action all cases in the Case Management System.
Action alerts triggered on the fraud monitoring system.
Take inbound calls from clients disputing transactions.
Where fraud is confirmed, update on the Case Management System with the correct fraud type and details of the incident.
Stop/block accounts/cards to prevent further losses/exposure to the bank/its clients.
Desired Experience & Qualification
Matric.
Relevant diploma/certificate/training in Fraud Risk Management.
Good knowledge of banking products and services.
2-3 years’ experience in Fraud Risk, Call Centre environment.
Able to work under pressure and meet deadlines.
Able to use own initiative to solve problems.
Team player.
Interested?
By applying for this position, you consent in terms of the Protection of Personal Information Act (POPI Act) to your personal information being obtained, utilised, and stored by the Company through inter alia, reference checks, credit checks and trace reports.
Should you not hear from us within 7 days, please consider your application unsuccessful.
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