Job Summary

• To provide specialist advice and support to resolve fraud queries at first point of contact, ensuring that customers receive prompt and courteous service in an effort to minimise fraud losses. Ensure the efficient and effective control over financial activities, Regulatory Reporting and Associations Compliancy. Investigate fraudulent activity, perform analyses and identify root causes on fraud losses. Provide core support to the business through the capturing, verifying and maintenance of management information.

Job Description

• Accountability: Operations Management (65%)
• Screening incoming fraud alerts against known fraud indicators and other risk factors.
• Using telephonic interviewing techniques, in order to determine risk.
• Where fraud is confirmed block the channel to prevent further transactions and losses.
• Record actions taken on fraud systems and relevant banking systems.
• For customers not contactable, analyse/evaluate the information at hand, make a decision to block the account as per policy and procedure.
• Investigate suspicious accounts received from Product business.
• Provide superior customer service to customers through various contacts made during the course of work performed.
• Communicate new fraud trends to team Leaders and Managers for further action.
• Investigation of fraud incidents and collection of evidence and case development.
• Properly documenting and maintaining chain of custody for evidence.
• Appropriately managing cases through investigation, customer and business interaction and eventual resolution and closure.
• Conducting proactive fraud investigations resulting in the identification of issues and the reporting of findings and remediation recommendations to the appropriate business owners.
• Apply a variety of investigative tools and methodologies to support the investigation to determine root cause analysis.
• Identifying inefficiencies in internal controls and applications that could result in potential fraud.
• Assume additional duties as required by the Fraud Manager from time to time.
• Ensure that Product Write-offs/Net losses match with GL accounts.
• Perform STIGG report out on all Fraud losses and fraud types.
• Source information from different data warehouses, data marts, manual systems and on-line system given the business requirement
• Conduct integrity checks both when extracting data developing reports.
• Present the outcome of the analysis to the business for decision making
• Accountability:   Change management (10%)
• Assist in enhancing operating systems for optimal results.
• Deliver professional communication and foster awareness regarding financial crime and fraud trends
• Act as the Subject Matter Expert on the content of the procedures, processes and investigation methodologies in the business.
• Participate in change meetings to contribute to new process designs.
• Take over processes when projects become business as usual (BAU)
• Accountability:  Risk and Control (15%)
• Take accountability for all risk events and the delivery of specified and agreed upon controls.
• Reporting of a risk and controls that ensures compliance.
• Keep abreast with compliance and regulatory requirements and liaise with all relevant stakeholders internally and externally in the organization to accurately execute and adhere to the rules and regulations.
• Whilst executing maintain an effective Quality Assurance environment
• Adhere to Organisational circulars, policies, business standards and other communications that impact the operation of the business unit.
• Ensure that reconciliations totals are balancing against GL Fraud and forgeries values .Reconciled General Ledger write-offs and ensure correct entries have been process in terms of regulatory compliance.
• Ensure that all TC40 / SAFE warnings, rejects and Data Accuracy Ad-hoc Detail report information are corrected and Data Elements are compliant.
• Check all existing and new reports for accuracy and data integrity
• Accountability:  Stakeholder Management (10%)
• Work closely and collaboratively with the members of the Investigations Units within the bank and other financial institutions.
• Develop and enhance networks and build relationships to align the team objectives with business partners within the organisation as well as strategic stakeholders.
• Maintain a high level of professionalism in stakeholder interactions, including written and verbal communications, based on sound knowledge of processes and procedures, schemes and understanding of relevant regulatory requirements.
• Support the person in the area responsible for service level agreement by providing input on the operational reporting requirements from the business.

Education

• Bachelor’s Degree: Business Management, National Diplomas and Advanced Certificates: Banking