Job Advert Details
Why join us?

To continuously provide high quality processing service to achieve maximum customer satisfaction within the specified Performance Level Agreements (PLAs). Responsible for relationship building and resolving customer queries / issues, account management in a professional manner (where applicable). Other responsibilities dependent on process assigned to. Receives / makes customer calls in a call centre environment. Takes ownership and initiative to complete necessary research and customer follow-up or direct the customer to the appropriate department for resolution. 

Principal Accountabilities:  

Impact on the Business 

  • Contribute to fraud loss mitigation through effective review and resolution of targeted detection efforts.
  • Conduct customer interactions in accordance with the Brand values to optimize the customer experience.
  • Accurately analyze and report accounts presented for common characteristics that may lead to a trend.

Customers / Stakeholders

  • Fulfill customer and business initiated inquires by all channels as assigned to resolve potential and confirmed fraudulent activity.
  • Adhere to procedures, compliance, and regulations to ensure that the customer and business is protected against losses and risks.
  • Consult victims of identity theft on recommended actions to take to clear their credit and protect against future fraud

Leadership & Teamwork 

  • With minimal direction seeks out opportunities to increase knowledge and improve skills to understand the industry and will assist management in providing support for the department.
  • Demonstrates a mastery of prevention processes and is considered a subject matter expert by peers and management.
  • Assist management in providing support to the department such as training, question resolution, and escalated case handling.
  • Actively engage in self-development and performance improvement with immediate supervisor. 

Operational Effectiveness & Control

  • Adhere strictly to compliance and operational risk controls in accordance with Company and regulatory standards, policy and practices; report control weaknesses, compliance breaches and operational loss events.
  • Mastery of all Fraud systems used for assigned job functions.
  • Achieve department standards particularly productivity and quality requirements. Maintain daily productivity logs and accurate payroll entry.
  • Complete required and recommended training and development courses
  • Complete other responsibilities, as assigned

Major Challenges

  • Ability to demonstrate strong organizational and time management skills to meet department standards of productivity and quality in a production environment
  • Achieve results while managing workloads for multiple products, potentially across various platforms and systems.
  • Assume additional departmental responsibilities as required.

Role Context

  • Minimal supervision and consistent coaching and development from immediate supervisor. Adherence to policy and procedures with expectation of appropriate judgment and discretion being exercised
  • Contribute to fraud loss mitigation through effective review and resolution of targeted detection efforts Continuous improvement in OOE and performance against Global Operating Metrics
  • Review the FC-UARs received, complete the investigation for them and provide a detailed report for further reporting.
  • Consult victims of identity theft on recommended actions to take to clear their credit and protect against future fraud                            Assist management in providing support to the department such as training, question resolution, and escalated case handling.
  • Timely escalation of Fraud Trends, issues, etcs to Management and Fraud Risk
  • Capacity to be self-reliant and opportunity to demonstrate initiative.

Management of Risk

  • The jobholder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology. 
  • This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring. 
  • Also by addressing any areas of concern in conjunction with line management and/or the appropriate department.

Observation of Internal Controls

  • The jobholder will also adhere to and be able to demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.
  • The jobholder will implement the Group compliance policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. The term ‘compliance’ embraces all relevant financial services laws, rules and codes with which the business has to comply. 
  • This will be achieved by adhering to all relevant processes/procedures and by liaising with Compliance department about new business initiatives at the earliest opportunity. Also and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimising relations with regulators.


Qualifications
What you will need to succeed in the role:

  • Graduate or equivalent. 
  • Required three years of work experience that includes customer contact (3 Yrs) AND fraud mitigation (3 yrs).
  • Experience  in transaction monitoring and financial investigations is desirable 
  • Excellent interpersonal skills with the ability to communicate with customers and external parties. 
  • Highly effective and demonstrated oral and written communication skills.
  • Proven critical thinking, personal organizational and time management skills
  • Ability to promote and foster team building through demonstrated leadership.

Want to apply?

  • All applicants must have successfully completed their probation period.
  • All applicants must have a minimum performance rating of Good and behavior rating of Good in the last year end appraisal. 
  • All applicants should have served at least 18 months in their current functional role and department.
  • Applicant should inform their Line Manager prior to applying.
  • Application form should be submitted on CareerLink along with their updated CV.
  • All the completed applications should be submitted on CareerLink by 11:59 PM on the closing date. 
  • Applicant should not be previously declined for the same position within the last 6 months on the date of submission of their application & the time of selection.
  • Applicant should not been on ANY form of Corrective Action within the last 6 months from the date of application. 
  • Right to work is required. Local employment rulings and restrictions will apply.
  • Applicants who meet the required minimum score at the interview may be placed in a pipeline for a period of 3 months to fill any vacancies which may arise for the same position during the immediate 3 months from the IJP closure date. The final decision to place an individual in the pipeline rest with the business head concerned.
  • Applications of candidates who do not adhere to guidelines during any technical assessment that is conducted as part of the selection process will be disqualified and not progressed thereon.

Back to search results