Fraud Analyst

Overall Purpose of the Role:

To ensure that all Fraud cases (including outbound calls) and e-mails are actioned promptly in order to provide timeous assistance and feedback to our customers.

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 (this includes all fraud types).
• 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 laid down procedures are always followed.
• Ensure all high risk or unusual activity is escalated to management immediately.
• Always escalate any errors or deviations from procedure to a team leader or manager immediately.
• 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 and adhered to.
• Always meeting deadlines on all key deliverables as per agreed Key Performance indicators.
• Maintain confidentiality and integrity of customers.
• Always dealing with clients in a professional manner.
• To deal professionally and tactfully with impatient or demanding customers.
• Investigate and resolve all customer disputes/cases within agreed timelines.
• High focus on recoveries.
• Provide timely feedback to internal and authorised external stakeholders.
• Escalate and report all high risk/significant incidents to management immediately.
• All cases in the Case Management System must be actioned and kept up to date daily.
• Execute ad-hoc duties allocated by management in a professional manner with adherence to timelines given.
• When required and requested to do so, assist with actioning alerts triggered on the fraud
• monitoring system(s) or taking inbound calls from clients disputing transactions.
• Where fraud is confirmed by the customer, a fraud case to be updated on the Case
• Management System with the correct fraud type and details of the incident.
• Stopping and blocking of accounts/cards when required to prevent any further losses or
exposure to the bank and/or its clients.
• Use the South African Banking Risk Services (SABRIC) Standard Operating Procedure for
• Interbank Repatriation of Funds guidelines to secure funds.

Experience and Skills 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 set deadlines.
• Ability to use initiative to solve problems and issues.
• Lateral thinking abilities.
• Team player.
• Time Management.
• Assertiveness skills.
• Ability to be self-managed.

Qualifications Required:
• Matric.
• Relevant diplomas, certificates or completed training courses in Fraud Risk Management