Verification Agent at Shoprite Group of Companies

Purpose of the Job    

• The Verification Agent is responsible for identifying, assessing, and escalating potential fraud risks to protect the organisation from financial loss and operational exposure.
• The role ensures accurate monitoring of transactions, timely reporting of suspicious activity, and effective blocking or reinstatement of affected accounts. By maintaining precise records, using multiple fraud-detection systems, and recognising emerging fraud patterns, the Verification Agent supports the integrity of customer information, strengthens fraud-prevention processes, and contributes to a secure and well-controlled operating environment

Job Objectives    

• Report early signs of fraud to ensure risks are identified quickly and escalated to prevent financial loss or further exposure. 
• Flag all fraud-related transactions for interval-based reports, keeping information accurate and up to date so management has a clear view of emerging risks. 
• Blacklist credit cards or block financial services accounts involved in fraudulent activity to prevent further misuse and reduce repeat offences. 
• Alert management on new fraud trends or updates, ensuring timely communication that supports quick decision-making. 
• Reinstate fraudulent accounts once verification checks and investigations are completed, maintaining accurate records and service continuity. 
• Complete all administrative tasks related to fraud reporting, including capturing information, updating system records, and documenting actions taken. 
• Ensure all information communicated or captured is accurate, supporting data integrity and effective fraud-management processes. 
• Interpret and use all relevant systems and reports across the Computicket and Shoprite platforms, applying insights to identify and prevent fraudulent activity. 
• Work on Freshdesk, Helix, and Eccentric to manage cases, track activity, and support both internal workflows and customer-related fraud queries.
• Identify fraud indicators by recognising unusual patterns, inconsistencies, or behaviours and taking appropriate steps to address them. 

Qualifications    

• Grade 12 (Matric) - (essential).  

Experience    

• 1 years' experience as a call centre agent or similar role - (essential).  
• Experience working on Freshdesk, Helix, and Eccentric - (preferred).

Knowledge and Skills    

• Proficient in Microsoft Suite - (essential).
• Good understand of Customer and Compliance needs - (essential). 

Closing Date    

• 2026/06/17