Fraud Operations Agent at Truworths

Key Responsibilities

• Respond swiftly and adequately where sudden action is required as communicated by your Manager or Supervisor.
• Adequately and timeously respond to, investigate and conclude on fraud related queries, disputes and investigations relating to customer accounts and account applications.
• Effectively and efficiently action all queues and tasks within the required timelines and per the priorities agreed with your Manager and Supervisor.
• Perform investigations of a high standard; and effectively use the business’ investigation frameworks, processes, standards and checklists that are provided to you and are updated from time to time.
• Prepare and update working papers, working files, system updates and written reports timeously, adequately and completely.
• Adequately and responsibly reply to customer queries & emails per the guidelines received from your Supervisor and Manager; effectively managing customer expectations, whilst preventing any undue risk to Truworths.
• Communicate with stores, stakeholders and customers in a manner that is courteous professional and responsible; ensuring that the customer’s experience is positive and customer relations are maintained, whilst the objective of the communication is achieved.
• Consistently achieve the required service levels and meet key performance indicators.
• Observe and swiftly and effectively communicate indicators of new fraud trends to your Supervisor and Manager.

Qualifications and Experience

• Matric, with a relevant tertiary qualification being to your advantage.
• Previous relevant experience is advantageous.
• Experience within the retail and / or credit environments is essential.
• Experience in detecting, mitigating, preventing and investigating fraud is most advantageous.