Fraud Agent

Job description

• Matric and any relevant certificates, diplomas or completed training courses in Fraud Risk Management 

• Good product knowledge of different banking products and services.

• At least 2 to 3 years’ working experience in a Fraud Risk environment, preferably within a Call Centre or shift-based environment.

• Carefully analyse alerts flagged on the fraud monitoring systems and confirm the validity of suspicious transactions and/or activity with customers 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 their accounts are answered promptly and that the agreed SLA and call abandonment rate are always within agreed service levels.

• Ensure that Fraud incidents are registered on the case management system with accurate and as much information as possible obtained from the client with regards to the incident.

• Ensure that the laid-down procedures are always followed. 

Requirements

• Conflict Management

• Customer Service

• Customer Support

• Financial Services

• Retail Banking

• Time Management