Analyst Fraud Solutions - Customer Complaints Resolution at Absa Group Limited (Absa)

Job Summary

• Plays a critical role in managing and resolving customer complaints related to fraud. This position involves investigating and addressing customer dissatisfaction regarding fraudulent activities, ensuring that all complaints are handled efficiently and empathetically. 
• Works closely with internal teams, such as Fraud Investigations and Customer Service, to ensure the resolution process aligns with organizational standards and regulatory requirements, while maintaining a strong focus on the customer experience.
• Assist in process improvement, analysis and business process management functions – either as a standalone project or as part of wider programmes of change

Job Description

• Investigation and Case Management: Manage and investigate fraud-related complaints by gathering information, analyzing evidence, and liaising with various departments to ensure a thorough and effective resolution.
• Resolution and Complaints Management: Work to ensure that the customer's concerns are addressed in accordance with organizational policies, legal guidelines, and regulatory frameworks.
• Escalation Handling: Manage escalated fraud complaints, ensuring that high-priority or complex cases are addressed promptly and effectively. Provide additional support and investigation where necessary, ensuring that customers feel heard and their concerns are resolved satisfactorily.
• Collaboration with Internal Teams: Work closely with other internal teams, such as Fraud Investigations, Risk Management, Legal, and Compliance, to gather the necessary information for complaint resolution. Ensure that all relevant parties are aligned in the handling of fraud complaints.
• Reporting and Documentation: Maintain accurate records of complaints, resolutions, and outcomes in line with internal policies and regulatory requirements. Prepare reports on trends in fraud complaints and escalate recurring issues to management for further action.
• Customer Education and Preventative Support: Provide customers with advice and guidance on how to protect themselves from fraud in the future. This may include explaining preventative measures, suggesting account monitoring tools, and addressing any concerns regarding security.
• Continuous Improvement: Participate in the ongoing development and enhancement of fraud-related complaint resolution processes. Identify areas for improvement in both customer experience and operational efficiency, and work with the team to implement best practices.

Preferred Education & Preferred Experience

• Relevant degree (NQF Level 7) or equivalent.
• 3-5 years retail banking experience.
• Fraud technical experience (Advantageous) 

Education

• Bachelor`s Degrees and Advanced Diplomas: Law, Military Science and Security (Required)