Team Leader: Fraud Operations

A dynamic, innovative and inspiring company providing fintech solutions across multiple sectors is looking for a Team Leader to manage the day-to-day operational activities of a team of fraud agents working shifts on a 24/7 basis to detect and prevent fraud (Inbound and Outbound) as well as dayshift fraud administration agents who will investigate and recover losses incurred locally and internationally due to fraud reported on any customer’s account.

This includes any type of fraud dispute and is not limited to Online or Card fraud. Always providing excellent customer service to cardholders, merchants, associations, internal and authorized external stakeholders. Ensuring that fraud alerts on the fraud monitoring systems are actioned promptly to detect and prevent further fraud, and to complete the associated administration on fraud incidents reported to minimize losses and maximize recoveries. Coordination and participation in testing of new functionality affecting the fraud operations area. Manage employees by ensuring continuous communication, feedback, motivation and company behaviours are being lived.

DUTIES AND RESPONSIBILITIES

• 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 maintains the highest quality of data capture, updates, attachments and financial entries in accordance with procedures, policies and legislation.
• Provide an efficient service and outcomes, to all our customers, internal and authorised external stakeholders via telephone or e-mail and other authorised channels.
• Provide accurate and regular daily, weekly and monthly statistics on team productivity and performance of the relevant operational areas.
• Provide support to the various internal teams on the investigation of fraudulent transactions and incidents.
• Identify shortcomings in existing systems and provide suggestions to mitigate evolving risks
• Manage escalations regarding system problems/anomalies on the appropriate incident management system and if necessary, escalate further.
• If applicable, report suspicious and unusual transactions to the ‘Money Laundering Control Officer’ in the agreed format.
• If applicable, report gross fraud losses and attempts under PRECCA to the South African Police Services (SAPS) in the agreed format.
• Participate and coordinate user acceptance testing on new functionality and to provide test evidence to management for review and signoff.
• Ensure that all the written formal complaints received are logged and resolved satisfactorily within the agreed timelines.
• Action Ombudsman, escalations and other complaints within agreed timelines.
• Ongoing people management of the team to ensure that they perform at the best levels and taking remedial action where necessary.
• Provide ongoing coaching and guidance to staff to perform their duties.
• Ensure that all standard operating procedures and training material are kept up to date and are adhered to by the team.
• Drive a leadership culture with a customer-centric perspective through, managing and coaching staff in order to provide the highest levels of customer-service.

REQUIREMENTS

• Relevant diplomas, certificates or completed training courses in Fraud Risk Management
• At least 2 to 3 years working experience in the Fraud Risk environment.
• Payments systems, online banking product knowledge.
• Card and merchant payments systems, including eCommerce.
• Relevant Banking regulations and Industry practice.
• Experience in dealing with customer and/or merchant complaints and industry stakeholder and regulators.
• People Management – managing teams that work shift