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  • Posted: Nov 9, 2020
    Deadline: Not specified
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    Standard Bank Group is the largest African banking group by assets offering a full range of banking and related financial services. “Africa is our home, we drive her growth” Our vision is to be the leading financial services organisation in, for and across Africa, delivering exceptional client experiences and superior value. This sets the prim...
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    Card Fraud ,Claims Assessment

    Job Details

    • Risk Management: understanding all risks – from the economic to the political – that could affect our global business, and offering guidance to all parts of the bank

    Job Purpose

    • Assess and resolve all debit, credit and cheque card fraud claims to identify genuine fraud and reduce 1st party fraud, 2nd party fraud and 3rd party fraud, whilst remediating all card fraud claims within the stipulated Service Level Agreement in order to meet the customer’s expectations. Educate customers on fraud prevention controls which can aid in the reduction of fraud claims. Recover Card Fraud losses through effective and efficient Charge Back management.

    Key Responsibilities/Accountabilities
    Customer Service

    • Utilize Inbound or Outbound telephony mediums, as well as email services, to contact customers for the purpose of providing claim progress and final claim decisions.
    • Resolve claims within the agreed service level.
    • Manage customer engagement with the aim of resolve disputes and escalating appropriately where needed, whilst providing the right level of context on escalations.
    • Case ownership approach must be used when dealing with the cases, with aim of managing the case until customer engagement is completed.

    Internal Business Procedures

    • Ensure that all cases are accurately updated with regard to all the relevant information and maintain all records with regard to additional information or changes that may occur. All information which may influence the decision or final outcome of the claim is to be recorded to ensure that the claim, if referred to the Customer Resolution Centre or any internal or external stakeholder should require no additional investigation.
    • Adhere to the Card Fraud Claim communication protocols/policies when engaging customer’s pertaining to their claims.
    • Analyse claims and engage the respective fraud teams in order to resolve all types of card fraud cases i.e. Card Not Present, Counterfeit, ATM, Account Take Over, False Application.
    • Review control failures from a fraud detection perspective with the aim of raising defects and gaps in the process to increase fraud preventions and mitigation.
    • Ensure that all fraud transactions are transferred from the customer’s closed account/card into the customer’s new account/card immediately when the transactions clear or bank.
    • Ensure that all approved claims are refunded with the correct amounts.
    • Ensure that claims are finalized with the agreed team quality assurance/expectations.
    • Ensure that all mails read, worked or not worked are accounted for in daily, weekly and monthly individual/team stats.
    • Finalize and deal with claims received through the Detection Outbound, Inbound Service Centre, Outbound Service Centre, and Debit Card Investigations, Credit Card investigation and Recoveries and Compliance teams.
    • Identify, report fraud trends and possible new fraud modus operandi.
    • Stop cards and apply the applicable statuses on the card or account.
    • Engage the respective department for adding and removing non fraud statuses on cards or accounts.
    • Processes write off entries on refunded customer accounts/cards.
    • Report fraudulent transactions on SAFE for all card fraud claims.

    Financial management

    • Zero losses through failure of process execution.
    • Manage Operational Cost by reducing variation to processes.
    • Timely implementation of enhanced controls and execution thereof, to reduce risk exposure of the bank.

    Preferred Qualification and Experience

    • Matric ,Diploma or degree
    • 3 -4 yrs exp Business Support - Office Administration
    • Risk Management
    • Fraud desktop Investigative experience
    • Basic understanding of the branch network and interface between frontline service, responsive sales and support functions.
    • Basic knowledge of bank’s systems and procedures.
    • Working knowledge of transaction processes as well as card and digital products and services.
    • Comprehensive report writing skills.
    • Customer service experience.
    • Risk Operations
    • 1-2 Years risk management - supporting activities such as production of reports, analysis of risk events, data maintenance of risk logs, periodic assessment of processes in place to manage risk and the maintenance of repositories of risk information for knowledge management and reference purposes.
    • Personal and Business Banking
    • Data Management -  1-2 Years Exp collecting critical business data, instilling a discipline of applying rules to transforming data and maintaining high level of integrity in data management.

    Knowledge/Technical Skills/Expertise

    • Good Verbal Communication
    • Active Listening
    • Handling Difficult calls
    • Query Resolution
    • Purposeful Collaboration

    Method of Application

    Interested and qualified? Go to Standard Bank Group on to apply

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