Customer Protection Analyst at Luno

The role in a nutshell

As a financial crime customer protection investigator, you love our customers and are avid about preventing them from falling victim to financial crimes like fraud, money laundering and account takeovers when using Luno’s platform. Your role is based from our Cape Town office. You’ll also be working closely with other Financial Crime team members to help support cross-department operational initiatives to detect and prevent abuse.

Your mission will involve 

• Supporting our Investigations Manager with the planning and oversight of day to day operational team tasks

• Reporting on and presenting periodic data including progress reports, SLA’s and typologies. 

• Review accounts and transactions for potentially fraudulent activity, focussed on scams and account takeovers and take quick, decisive action;

• Respond to requests from law enforcement, regulators and banks;

• Proactively monitor, identify and respond to fraud patterns;

• Interact with customers to understand unusual account activity;

• Identify areas of improvement in Luno’s products to ensure our continued customer security;

• Keep detailed logs of incidents and prepare regular and ad-hoc reports;

• Improve existing procedures for monitoring and reporting 

• Assist in the monitoring and resolution malware, phishing, and spam incidents

• Work with our product and engineering teams to develop countermeasures to protect our customers from various threats

• Be the SME for the team on scams, phishing and fraud 

• Work with teams to develop educational material

• Provide investigative support for various teams; 

• Manage time sensitive workflows across competing priorities;

• Work with a high degree of independence;

  ‘ The ideal Lunaut for this role, will have’ 

• A BA, BSc BComm or other relevant qualification from an accredited college/university  

• 3- 5 years’ relevant work experience (involving fraud & scams, account takeovers, Cyber Threat Intelligence)

• Experience in investigating threats, using OSINT, HUMINT, and any other web research techniques 

• Experience in Clear / Deep / Dark-web sources and open-source intelligence gathering techniques

• Attention to detail, strong sense of responsibility and very high level of integrity

• Experience with different threats our customers face like Trojans, bots, phishing websites, exposed sensitive data, fake social media profiles, and various online scams.

• A can do, get things done attitude

• An existing, valid work permit for South Africa, if you’re not a South African citizen

You will especially get noticed if you have

• Have proven experience in a Fraud-based role within a financial services, retail or a e-commerce environment

• Have experience in a customer facing role

• A natural inclination to spot anything out of the ordinary

• Are familiar with Bitcoin and other cryptocurrencies

Life at Luno

If you’re looking to work on something truly global and disruptive with a forward-thinking and ambitious team that highly values diversity, teamwork, and the continuous quest for excellence, then this is an opportunity for you.

Like the majority of the companies, Luno is currently working remotely to keep our employees safe, which means you will not be physically, but virtually onboarded for now!

• Live long and prosper. We’ve got you covered with excellent private medical insurance. 

• You'll be able to continuously up-skill yourself with access to free courses on Udemy, Coursera and Codecademy.

• For the crypto fans among you (should be everyone!), you'll pay 0 fees with Luno from the day you start

• Generous maternity / paternity leave. 

• An annual inspiration day, over and above your annual and public holiday leave... for that pottery course you’ve always been meaning to do!

• Work with a globally diverse team of hardworking, ambitious and friendly people on something that will truly revolutionise the financial world.

• We have virtual cooking, dancing, drawing and house planting classes hosted by our Lunauts to break up your day and work that other part of your brain. 

• Work is important, but your mental health should always take priority. At Luno, we do everything we can to make sure you lead a healthy and happy life. That's why Luno gives you free access to Headspace – a full library of guided meditations, sleep stories, and music.