Description:
Requirements
At least 2 to 3 years working experience in the Fraud prevention, detection, and investigation environment. Leadership role advantageous Strong leadership and management skills, with experience in team development, coaching, and mentoring In-depth knowledge of fraud prevention and detection strategies, as well as relevant laws, regulations, and industry standards Payment’s systems, digital and online banking product knowledge Card and merchant payments systems, including eCommerce Experience in dealing with customer and/or merchant complaints and industry stakeholders and regulators Proven analytical and problem-solving skills, with the ability to interpret complex data and metrics People Management – managing teams that work shifts Relevant diplomas, certificates or completed training courses in Fraud Risk ManagementResponsibilities
Willingness to work in dynamic, high-growth environment and should be willing to work in after hours or weekends in case of business requirements Monitor the process performance on day-to-day basis and define corrective & preventive actions & identify improvement opportunities Ensure that shift workers are rostered optimally to cover the 24/7 fraud detection capability in answering inbound calls from customers as well as actioning of fraud alerts timeously Ensure agreed timelines for investigation and resolution of all customer disputes/cases are met Ensure that all relevant and authorised stakeholders (internal and external) are kept informed in an accurate and timeous manner Review staff interactions with customers to gauge customer services quality offerings and identify gaps within existing systems and develop the appropriate solutions to improve the quality on systems where gaps have been identified Manage escalations and ensure all high risk/significant incidents is brought to management’s attention immediately Monitor and ensure all cases in the Case Management System are actioned and kept up to date daily Execute ad-hoc duties allocated by management in a professional manner with adherence to timelines given Ensure that all team members complete mandatory training and that they are fully trained on systems and processes to be able to efficiently execute their daily activities Ensure that Interbank guidelines is followed as set out in the SABRIC Interbank Repatriation of Funds guidelines document relating to securing of funds relating to disputed online fraud incidents Maintain a customer centric focus throughout case lifecycle, keeping in mind the needs of customers and business units Monitor the quality of desktop investigations and that a strong customer focus and root cause analysis has been applied during the investigation of incidents Ensure team maintai
28 Mar 2025;
from:
gumtree.co.za