Fraud Agent - Northern Suburbs (Cape) at Tenacity Financial Services

Description

• The main purpose of the role is to ensure that the departmental fraud prevention objectives are met. To manage, mitigate and prevent any fraudulent activity by being vigilant, meticulous and attentive. You will be required to deliver superior client services.

Applications, Faxes and Emails

• Detect and minimize fraudulent account activity
• Timeously working disputes to meet statutory requirements
• Create fraud awareness both internally and with Customers
• Conduct Fraud trend analysis and identifying areas that could present a risk to our organization
• Experience of delivery and good performance within areas of accountability (application of knowledge & skill)

Inbound SLA and work queues

• Manage Inbound/Outbound calls to ensure service levels are adhered to

Fraud Investigation

• Engage with relevant stakeholders during the investigation process, which include internal and external staff, management, as well as SAPS

Administration

• Document management via multiple channels
• Action any Adhoc responsibilities as provided by Team Manager: Prioritise daily, weekly and monthly tasks
• Ensure all leave transactions is captured on ESS
• Ensure all overtime is submitted to Team Manager timeously

Adherence

• Adhere to workforce schedule i.e. lunch and body breaks
• Adhere to all Company Policies and Procedures i.e. Absence Management, House Rules, Disciplinary Policy as set out by the business

Requirements

Experience 

• Must have at least 12 months experience in the call centre environment
• Minimum of 2 years’ experience of working in a Fraud department
• Minimum of 2 years’ experience in the interpretation of fraud analytics

Qaulification 

• Grade 12
• Fraud Qualification advantageous

Functional Knowledge and Skills 

• Software: MS Word, Advanced MS Excel, MS Outlook
• Excellent verbal & written communication skills
• Knowledge of contact centre systems and processes
• Understanding of Fraud prevention
• Ability to make defined and discretionary decisions: Make a decision by applying technical and procedural knowledge to a given situations