Fraud Agent

The main purpose of the role is to ensure that the departmental fraud prevention objectives are met. To manage, mitigate and prevent any fraudulent activity by being vigilant, meticulous and attentive. You will be required to deliver superior client services.
- Detect and minimize fraudulent account activity
- Timeously working disputes to meet statutory requirements
- Create fraud awareness both internally and with Customers
- Conduct Fraud trend analysis and identifying areas that could present a risk to our organization

**Inbound SLA and work queues**
- Manage Inbound/Outbound calls to ensure service levels are adhered to

**Fraud Investigation**
- Engage with relevant stakeholders during the investigation process, which include internal and external staff, management, as well as SAPS

**Administration**
- Document management via multiple channels
- Action any Adhoc responsibilities as provided by Team Manager: Prioritise daily, weekly and monthly tasks
- Ensure all leave transactions is captured on ESS
- Ensure all overtime is submitted to Team Manager timeously

**Adherence**
- Adhere to workforce schedule i.e. lunch and body breaks
- Adhere to all Company Policies and Procedures i.e. Absence Management, House Rules, Disciplinary Policy as set out by the business

**Experience**
- Must have at least 12 months experience in the call centre environment
- Minimum of 2 years’ experience of working in a Fraud department
- Minimum of 2 years’ experience in the interpretation of fraud analytics

**Qaulification**
- Grade 12
- Fraud Qualification advantageous

**Functional Knowledge and Skills**
- Software: MS Word, Advanced MS Excel, MS Outlook
- Excellent verbal & written communication skills
- Knowledge of contact centre systems and processes
- Understanding of Fraud prevention