Job Responsibilities

Ensure that all inbound and outbound Fraud cases (calls and emails) are actioned in order to provide assistance/feedback to customers.

Analyse alerts flagged on the fraud monitoring systems and confirm validity of suspicious transactions/activity with customers in order to detect/prevent fraud (all fraud types).

Load security blocks where suspicious transactions/activity cannot be confirmed with customers and make clear notes on the fraud monitoring and case management systems.

Ensure that procedures are always followed.

Ensure that high risk/unusual activity is escalated immediately.

Escalate any errors/deviations from procedures immediately.

Monitor and adhere to shift roster.

Maintain customer confidentiality.

Deal with customers in a professional manner.

Provide feedback to internal and external stakeholders.

Escalate/report high risk incidents immediately.

Action all cases...