Active Positions at Hello Group

Minimum Requirements

• Tertiary qualification in Finance, or a related field
• Previous experience in a customer service role, preferably in fraud prevention or financial services
• Experience with fraud detection, investigation, or resolution is a strong advantage

Duties and Responsibilities

Customer Support:

• Handle inbound calls and inquiries from customers related to fraud, ensuring their concerns are addressed with empathy and efficiency.
• Provide customers with information on fraud prevention and steps to secure their accounts.
• Offer support to customers affected by fraud, guiding them through the process of resolving the issue.

Investigation and Case Management:

• Investigate fraud incidents and escalate complex cases to management as necessary.
• Document and track customer interactions and actions taken on fraud cases, ensuring accurate records in the system.
• Monitor customer accounts for potential fraudulent activity and follow up on suspicious transactions.

Collaboration and Reporting:

• Work closely with the Fraud team to identify trends, share feedback, and enhance fraud detection and prevention strategies.
• Collaborate with internal teams (e.g., Risk, Legal, and IT) to resolve fraud-related issues.

Customer Education:

• Educate customers on fraud prevention methods, alerting them to potential threats and helping them protect their personal information.
• Stay up-to-date with the latest fraud trends, techniques, and security tools to advise customers accurately

Compliance and Security:

• Ensure compliance with internal fraud policies, procedures, and external regulations (e.g., data protection laws).
• Adhere to company guidelines in handling sensitive customer information.

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Education:

• Bachelor’s degree in Risk Management, Compliance, Finance, Business Administration, or a related field.
• A relevant postgraduate qualification (e.g., AML/compliance, MBA, Risk Management Certification).

Experience:

• At least 6-8 years in either a bank or Fintech company.
• At least 6-8 years of experience in a supervisory compliance /risk management role.
• Proven track record of managing risk frameworks and regulatory compliance in South Africa.
• Approval of qualifications/experience to be received from the Financial Services Conduct Authority as a FAIS registered compliance officer.

Key Responsibilities:

Regulatory Compliance & Corporate Governance

• Ensuring adherence to all relevant legislation in the financial services sector, including POPIA, PAIA, TCF, and CoFi, while managing interdependent regulatory requirements across the group.
• Engaging with partners on Anti-Money Laundering (AML) compliance ensures alignment with best practices and regulatory expectations. Embedding corporate governance principles, including the Companies Act and King IV, into board reporting equips directors with the necessary insights to uphold governance standards.
• Providing strategic compliance, risk, and corporate governance advice to the managing director and senior leadership, as well as addressing regulatory developments and operational risks.
• Offering compliance oversight in new product development, ensuring that regulatory and risk considerations are effectively integrated.

Risk Management & Assessment

• Developing, implementing, and maintaining a comprehensive risk management framework that aligns with operational, financial, and regulatory requirements.
• Conducting regular risk assessments to identify, measure, and mitigate potential threats across business operations. Establishing key risk indicators (KRIs) and reporting mechanisms to proactively monitor and address emerging risks. Advising on risk management methodologies, ensuring robust risk mitigation strategies are in place.

Regulatory Engagement & Compliance Oversight

• Ensuring full compliance with all regulatory requirements, including those mandated by the South African Reserve Bank (SARB) and other governing bodies.
• Acting as the primary liaison with regulatory authorities, overseeing audit preparations, responses, and follow-ups. Staying ahead of regulatory changes and providing proactive guidance to leadership on compliance implications.

Risk Management Strategies & Training

• Collaborating with senior leadership to integrate risk considerations into strategic decision-making.
• Developing and delivering risk awareness training to employees, fostering a culture of compliance and proactive risk management.
• Preparing and presenting risk management reports to the executive team and board, ensuring data-driven decision-making and accountability.

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Minimum Requirements

• High school diploma or equivalent; additional qualifications or certifications in office administration are a plus.
• Minimum of 2 years’ experience as a receptionist, front desk representative, customer service or administrative support role.
• Proficient in Microsoft Office Suite; familiarity with biometrics systems and office management software.
• Strong verbal and written communication and interpersonal skills.
• Excellent organizational and multitasking abilities.
• Professional appearance and demeanour.
• Ability to handle sensitive information with confidentiality and discretion.
• Basic knowledge of office equipment and technology (e.g., phone systems, printers, and copiers).
• Strong problems solving skills and ability to remain calm under pressure.
• Strong organizational and multitasking abilities with attention to detail

Duties and Responsibilities

• Greet and welcome visitors, clients, and employees with professionalism and courtesy.
• Manage the reception area to ensure it is clean, organized, and welcoming.
• Direct visitors to appropriate personnel or departments.
• Answer and direct incoming phone calls promptly and professionally.
• Handle email and other correspondence, forwarding information to the relevant departments as needed.
• Maintain an accurate log of visitors and deliveries.
• Perform general clerical duties such as filing, photocopying, scanning, and faxing.
• Manage scheduling for meeting rooms and company events.
• Assist in preparing and distributing internal and external communications.
• Monitor and order office supplies as needed, keeping inventory up to date.
• Coordinate with facilities management for maintenance and repair requests.
• Monitor security systems and report any irregularities to the appropriate personnel.
• Address and resolve inquiries or issues from visitors and employees with a positive and solution-oriented attitude.
• Aid with special requests or tasks as directed by management.