Senior Fraud Detection Agent

High Level Objectives:

1. Alert management and working off fraud alerts in a pre-determined, risk-ranked order and within defined timescales.
2. To perform more in-depth assessment of specific fraud cases, making decisions on contacting the identified customers, and using defined processes (e.g. enhanced customer authentication) in order to confirm whether or not transactional activity is fraudulent.
3. To contact all identified customers in order to confirm whether or not transactional activity is fraudulent.
4. To handle inbound, customer-initiated contact in respect of fraudulent activity on accounts, as a result of prior outbound contact attempts or where standard customer authentication methods are not appropriate.
5. To communicate clearly and effectively with customers, ensuring that the customer’s interaction with Fraud Detection Unity is a positive experience.
6. To take appropriate action to cases created to ensure a Minimise losses to the bank by ensuring that all opportunities are maximised to proactively and reactively prevent fraud through detailed analysis of predetermined rules and designated processes. 
7. Ensure high levels of client service are maintained by understanding client expectations and delivering on them. Maintain effective relationships with internal and external clients through ongoing communication via various channels.
8. Support staff in resolving complaints & how to deal with difficult clients.

Qualifications, Experience, knowledge and skills:

• Grade 12 is essential.
• Fraud detection or related certificates is essential.
• IT or related Diploma/ Degree will be an advantage.
• 2-3 Years experience in a Forensic detection environment.
• 1-2 Years experience in a Forensic call centre environment.
• 1-2 Years knowledge of Forensic detection system/software tools

• Qualifications, Experience, knowledge and skills:

  • Call centre environment.
  • Knowledge of fraud detection systems (Falcon system preferable), processes and methodologies.
    • Ability to perform high volume, repeated tasks to challenging deadlines.
    • Judgemental decision making.
    • In depth understanding of transactional and fraud lifecycles.
    • Ability to handle customer related queries/ pressure/ conflict.
    • Team player.
    • Time management.
    • Listening skills.
    • Problem solving.
    • Excellent communication and customer interaction skills.
    • Good analytical skills.
    • Attention to detail.
    • Knowledge of MS Office: Excel & Word.
    • Shift work required, after hours and weekends.