Fraud Solutions Analyst SME (Everyday Banking)) at Absa Group Limited (Absa)

Job Summary

• Provide specialist support in the implementation and the development of operational planning and associated service delivery processes, methods and techniques.
• Provide specialist support in the implementation of tactical strategies and plans and execute programmes to drive the strategy.
• Analyze and review fraud incidents to elicit fraud modus and trends to enhance and improve customer experience, processes, and procedures.
• Analyse business processes, controls, systems and functionalities to progress and advance the Fraud Customer Journey.
• Guide business by gathering, interpreting, and using data points to develop actionable steps that will improve processes, services and optimize results.

Job Description

Key accountabilities

Accountability: Solutioning & Advisory

• Serve as subject matter expert across all fraud types and channels.
• Drive the execution of the Fraud Solutions Strategy in collaboration with Functional support and oversight.
• Assess business performance against Key Value Drivers and introduce business change to steer business towards strategic objective.
• Critically evaluate fraud modus operandi, customer complaints and Voice of Customer surveys to assess control weaknesses for enhanced service offering.
• Drive control enhancement intervention to improve fraud detection and preventions rates.
• Identify opportunities to improve fraud controls to mitigate fraud losses and negative customer experience.
• Continuously review the fraud recoveries value chain to enhance recovery rates for Customer and Bank.
• Continuously review the fraud Preventions & Investigations capacity to sustain high service performance with effective a Customer contact strategy.
• Provide analysis and recommendations to maintain adequate resource levels.
• Continuous design and configuration of inbound and outbound call flows to maintain maximum effectiveness for operational impact as well as customer and colleague experience.
• Manage and enhance customer contact strategies (through process and or tools) to improve fraud detection, preventions, and customer experience.
• Assess and improve the fraud execution tools to enhance operational execution and to reduce customer friction.
• Identify opportunities to eliminate workflow bottlenecks, to improve ‘Solve for Customer’ and Solve for Bank’ turnaround times.
• Assess business performance issues, identify opportunities, and provide feedback to Fraud Hubs.
• Propagate a culture of treating customers fairly (TCF) and adhere to TCF principles.

Accountability: Business Process & Service Enhancement

• Work with teams to develop a comprehensive understanding of the market, including customer needs, and competitor strategies, and identify opportunities to leverage this information through great customer experiences and enhanced business processes.
• Defining, designing and delivering solutions that drives Fraud Solutions Book of Work.
• Understand and help mitigate potential risks which the strategic projects and initiatives may pose to the organization and adopt ideas to minimize such exposure to risks.
• Identify business drivers, customer experience pain points and service challenges, recommend and implement remedial programs to close the gaps.
• Develop solutions that will enable Fraud Solutions team members to provide a sustainable, proficient and professional level of service to customers, additionally enhancing the employee experience.
• Develops solutions and redesigns processes to solve repetitive customer failures derived from various information points including root causes and insights that adversely affect customer experience.
• Design, develop and deliver through integrated teams, ongoing customer experience improvements as well as innovations which provide Absa with sources of significant differentiation and competitive advantage.
• Work collaboratively in a team and document functional requirements and prioritisation from business stakeholders through workshops and relevant documentation while tracking implementation delivery and reporting on progress.

Accountability: Stakeholder Relationship Management

• Develop relationships with colleagues and stakeholders across Absa to ensure development and delivery of consistently great customer experiences and effective change that drive customer intimacy and operational effectiveness, leveraging best practice.
• Build comprehensive networks and sound relationships with businesses across required areas within Absa.
• Engage with Hub Heads and the Fraud Solutions teams to effectively implement new strategies, improve existing strategies and deliver on the strategy.
• Develop and maintain effective relationships with supplier and internal business partners to ensure better support towards Fraud Solutions - strategies, customers, and colleagues.
• Develop and maintain effective relationships with key industry bodies and play an active role in industry related initiatives.
• Build working relationships with the respective internal and external stakeholders and keep them abreast of the fraud trends, root causes, customer experience and service performance.
• Design, develop and deliver through integrated teams ongoing improvements leading to enhanced customer experience, effective contact strategies and operational execution which provides Absa with sources of significant differentiation and competitive advantage.
• Assist in delivering projects which lead to the creation of an industry leading customer experience
• Guide and motivate and Frontline Fraud Solutions Colleagues during business change. 

Accountability: Risk and Control

• Ensure that processes, control requirements and risk management frameworks relating to projects is designed and maintained for Fraud Solutions.
• Keep abreast with compliance and regulatory requirements and liaise with all relevant stakeholders internally and externally in the organization to accurately execute and adhere to the rules and regulations.
• Ensure all risk and compliance breaches are escalated to the correct stakeholders within appropriate timescales.
• Manage the successful integration of new systems by complying with Absa Bank policy, processes and standards.
• Ensure operational reporting, system enhancements, and execution of processes aligns with Bank requirements.

Role/person specification

Preferred Education

• Minimum Business degree (NQF Level 7 equivalence)
• Fraud qualification will be advantageous.

Preferred Experience

• 3-5 years banking/financial services experience.
• Banking product knowledge.
• Fraud experience (advantageous)

Knowledge and Skills

• Delivering results and meeting customer expectations
• Writing and reporting
• Working with people
• Customer measurement methodologies
• Problem solving and analysis
• Understanding of customer needs and expectations

Education

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