In this role you will be responsible to ensure that all Fraud Monitoring alerts on the fraud monitoring systems are actioned promptly in a 24/7 shifted environment to detect and prevent potential fraudulent and/or suspicious activity on clients’ accounts at an early stage to minimise losses the Bank or its clients as well as taking inbounds calls from clients who want to report fraudulent activity on the accounts.
Experience Required:
- Good product knowledge of different banking products and services.
- At least 2 to 3 years working experience in the Fraud Risk environment, especially Call Centre and shifted environment.
- Good communication skills.
- Ability to work under pressure and complete assignments within deadlines.
- Ability to use initiative to solve problems and issues.
- Lateral thinking abilities.
- Team player
- Time Management
- Assertiveness skills
- Ability to be self-managed without being micro managed
- Conflict management
Qualification/s Required:
- Relevant diplomas, certificates or completed training courses in Fraud Risk Management (non-negotiable)
Responsibilities
- Carefully analyse alerts flagged on the fraud monitoring systems and confirm the validity of suspicious transactions and/or activity with customers in order to detect and prevent fraud at an early stage. (this includes all fraud types)
- All alerts in the fraud monitoring system must be actioned promptly, daily.
- Loading security blocks in cases where suspicious transactions or activity cannot be confirmed with customers and making clear notes on the fraud monitoring and case management systems for record and audit purposes.
- Ensure that inbound calls from clients who want to dispute or report fraudulent activity on there accounts are answered promptly and that the agreed SLA and call abandonment rate is always within agreed service levels.
- Ensure that Fraud incidents is registered on the case management system with accurate and as much as possible information obtained from the client with regards to the incident.
- Ensure that laid down procedures is always followed.
- Escalate all high risk or unusual activity is escalated to management immediately.
- Ensure completion of all mandatory training courses relating to Risk and Compliance.
- Using the Bank’s assets, such as the telephone, emails and printers, amongst others, in a responsible manner, without abusing or causing malicious damage to the Bank’s assets and systems.
- Ensure that shift roster is carefully monitored for working times.
- Always meeting deadlines on all key deliverables as per agreed Key Performance indicators.
- Identify shortcomings in existing systems and provide suggestions to mitigate evolving risks.
- Maintain confidentiality and integrity of customers.
- Always dealing with clients in a professional manner.
- To deal professionally and tactfully with impatient or demanding customers.
NB Please note that this is a contract role, with no confirmation of extension / conversion to a permanent position.
Desired Skills:
- Call Centre
- fraud risk
- fraud monitoring
- fraud incidents
- Compliance
- risk
Desired Work Experience:
- 2 to 5 years
Desired Qualification Level:
- Diploma