Risk Event Administrator

7 days ago


Johannesburg, Gauteng, South Africa Nedbank Full time

REQ: 138514

Closing Date: 27 March 2025

Job Family

Risk, Audit and Compliance

Manage Self: Operational

Job Purpose

To register risk events; thereby ensuring that risks are recorded; investigated; actioned and reported in terms of Nedbank Group Risk Management Policies.

Job Responsibilities
  • Contribute to a culture of transformation by participating in Nedbank culture-building initiatives, business strategy, and CSI.
  • Accurately interpret and analyse incoming risk incident reports, prioritizing important/urgent matters without compromising quality, and meticulously actioning these items while working under pressure and within tight timelines.
  • Address all call-related inquiries on fraud-reported matters, aiming for first-call resolution whenever possible including blocking of all reported accounts within standard time frames.
  • Refer to Legal wherever necessary.
  • Manage and prevent potential operational losses by adhering to processes and procedures.
  • Identify and recommend opportunities to enhance processes, systems, and policies, and support the implementation of new processes, policies, methodologies, and systems.
  • Determine the completeness of reported risk events.
  • Comply with risk standards, quality requirements, and policies.
  • Liaise with stakeholders to fully understand and meet expectations and/or requirements through electronic communication, providing feedback to management and stakeholders.
  • Improve customer service delivery by resolving email as well as telephonic complaints/escalations promptly.
  • Ensure a response is provided to escalation emails within 24 hours.
  • Ensure all calls with external stakeholders are answered within SLA.
  • Meet desk service levels with no abandoned calls.
  • Adhere to log-in/log-out requirements related to shifts.
  • Build and maintain mutually beneficial relationships by interacting with stakeholders within Group Financial Crime, Forensics, and Security (GFCFS).
  • Meet and exceed internal and external client needs by promptly responding to queries and actioning requests within the Service Level Agreement (SLA).
  • Understand and embrace the Nedbank vision and demonstrate the values through interaction with the team and stakeholders.
  • Ensure personal growth and enable effectiveness in performance of roles and responsibilities by completing all learning activities, practicing experience, and obtaining/maintaining certifications within specified time frames.
  • Maintain knowledge management and improve team success by sharing knowledge with the team.
Minimum Requirements
  • Matric
  • NQF 6 or related Tertiary qualification.
  • 2-3 years' experience in banking and/or operational back-office environment in a financial institution.
Preferred Qualification
  • Diploma in Criminal Justice and Forensic investigation and tertiary qualification.
Type of Exposure
  • Ability to communicate effectively via all channels of communication i.e. email, phone.
  • Time management.
  • Completing various administrative duties including answering phones.
  • Working with clients to solve client problems across all Products Fraud related.
  • Building and maintaining effective relationships.
  • Team collaboration and knowledge sharing.
  • Managing customer expectations and client experience.
  • Managing stakeholder expectations.
  • Comparing two or more sets of information and working with a group to identify alternative solutions to a problem.
  • Interacting with diverse people.
  • Working in a fast-paced environment, methodical and with preciseness.
  • Managing conflict situations.
  • Providing feedback to management by preparing event synopsis as and when required.
  • Interacting with regulatory and industry bodies.
Technical / Professional Knowledge
  • Administrative procedures and systems.
  • Banking procedures.
  • Branch processes and procedures.
  • Client service principles.
  • Filing techniques.
  • Governance, Risk and Controls.
  • Relevant regulatory knowledge.
  • Relevant software and systems knowledge.
  • Business writing skills.
  • Managing Work.
  • Decision Making.
  • Effective communication.
  • Quality Orientation.
  • Driving for results.
  • Maintaining high performance.
  • Teamwork.
  • Work standards.
  • Planning, Organizing, and prioritizing.
Disclaimer

Preference will be given to candidates from the underrepresented groups.

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