Wallet Fraud Controller Team Leader at Mukuru

About the job

We are seeking a highly motivated candidate to fill the position of a Wallet Fraud Controller Team Leader. The Fraud Controller Team Leader ensures that the wallet fraud control team delivers on card customers’ queries and ensuring World Class Service for debit and chargeback claims resulting from Mukuru payment cards.

Duties And Responsibilities Include, But Is Not Limited To

• Responsible for oversight of the wallet fraud controllers
• Monitor the Team’s daily duties
• Resolve and communicate with customer all escalated debit claims queries
• Conduct twice yearly KPI reviews on all team
• Mentor team in weekly/monthly one on one sessions
• Produce a monthly report to the Wallet, Card and Vas TL
• Submit reports with recommendations for system and process improvements
• Coach and build capability within the team
• Conduct performance management functions for team
• Provide training material to the Training Department
• Conduct seminars with internal staff/agents whenever necessary
• Monitor Business Intelligence Dashboard for designated duties
• Investigate and report suspicious activity to the FIC
• Engage with industry bodies to enhance the team’s capabilities
• Approve manual refunds escalated to Wallet Ops
• Identify, report and mitigate the potential risks in the card space
• Evaluate appeals on declined cases
• Manage own professional and self-development

Key Requirements

• Grade 12 or equivalent (Essential)
• Minimum 3 years debit claims experience (Essential)
• Fraud Prevention , Dispute Resolution Course (Essential)
• Experience as a Team Lead / Supervisor in a fraud or similar department (Desirable)
• Experience in conducting fraud training and mentoring more junior team members
• Knowledge of South Africa and other corridor’s fraud legislations
• Knowledge of South Africa and other corridor’s AML/CFT legislations
• Knowledge of AML reporting systems
• Knowledge of Microsoft Power BI data Analytics Tools
• Knowledge of national and international money transfer procedures
• Knowledge of Payment Systems and PCI regulations.

Additional Skills

• Self-starter and motivated
• Detailed-oriented and problem-solving skills
• Logical reasoning and analytical ability
• Resourcefulness
• Able to work independently and within a team
• Able to effectively manage a team
• Innovative and creative mind-set
• Positive leadership
• Open-minded, practical, and agile with change.
• Proactive and deadline driven approach
• Positive attitude and enthusiasm
• Communications Skills
• Business writing skills
• Computer Literacy (MS Word, MS Excel, MS Outlook, MS Teams)
• Problem solving skills
• Investigative techniques
• Conflict management skills
• Attention to detail