Team Leader: Fraud Analysis (bank call centre) - Sandton
TalenCo Recruitment Specialists
Manage the day-to-day activities of the Fraud Agents (working shifts 24/7) who will detect and prevent fraud (inbound and outbound) Manage the day-to-day activities of Fraud Administration Agents who will investigate and recover losses incurred due to fraud reported on customer bank accounts (online / card fraud) Provide excellent customer service to cardholders, merchants, internal and external stakeholders Ensure that fraud alerts on the fraud monitoring systems are actioned promptly Complete administration on fraud incidents reported to minimize losses and maximize recoveries Coordinate and participate in testing new functionality affecting fraud operations Manage employees by ensuring continuous communication, feedback, and motivation Willing to work after hours or weekends when required Monitor process performance daily and define corrective / preventive / improvement opportunities Ensure that shift workers are rostered optimally to cover the 24/7 fraud detection capability Ensure that agreed timelines for investigation and resolution of customer disputes / cases are met Ensure that all stakeholders are kept informed timeously Review staff interactions with customers to gauge customer services levels Identify gaps in existing systems and develop solutions to improve the quality of systems Manage escalations (high risk / significant incidents) Monitor the Case Management System Ensure that team members complete mandatory training on systems and processes Ensure that bank guidelines are followed relating to online fraud incidents Maintain customer centric throughout case lifecycle Monitor the quality of investigations and that root cause analysis has been applied during the investigation Ensure that the team maintains high quality data capture, updates, attachments, and financial entries Provide daily, weekly and monthly stats on team productivity and performance Identify shortcomings and provide suggestions to mitigate evolving risks Manage escalations Report suspicious / unusual transactions to the Money Laundering Control Officer Report gross fraud losses / attempts to SAPS Participate in User acceptance testing on new functionality and provide test evidence for review and signoff Ensure that written formal complaints received are logged and resolved Action Ombudsman, escalations, and other complaints People management - ensure that the team performs at the best levels Coach and guide staff Ensure that SOPs and training material are kept up to date Payments systems and online banking product knowledge Card, merchant payments systems, and eCommerce experience Banking regulations and industry experience 2 - 3 years' experience in Fraud Risk Experience dealing with customer / merchant complaints Experience managing teams and shifts Relevant Diploma / Certificates / Training courses in Fraud Risk Management
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