Job Description
Hello Future Fraud Consultant!
Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of the people that make it happen.
As part of our team in FNB Credit Card, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious. Now's the time to imagine your potential in a team where experts come together and ignite effective change.
Are you someone who can:
Minimise financial losses to and the customer by executing detection duties and interventions as soon as fraudulent events have been established.
Update customers with required information, explaining the process in fraud incidences and supplying required documentation.
Actively participate in specialist practice forums to share information and insights across the business.
Build objective working relationships with various experts and counterparts within the banking industry and the broader fraud community.
Manage cancellation processes for required transaction methods based on product (e.g. card, digital, or accounts) of fraudulent activity by cancelling cards or putting holds on accounts. Provide access to transact once the customer has been identified.
Open fraud cases and compile relevant and comprehensive case-related documentation in the required format for the appropriate resolution of fraud cases.
Execute fraud detection practices according to the identified fraud event types and manage cases end to end from detection to resolution using appropriate guidelines.
Analyse transactions and compare transactions and documents to determine authenticity and assign required customer identification category (find customer not fraud, find customer is fraud, can't find customer) and fraud type.
Extract and share insights, trends and lessons learnt from root cause analysis applied in detection to inform further fraud prevention improvements across a wide range of processes and systems.
Conduct detection activities and fraud intervention in line with applicable laws and processes to effect quick resolution of fraudulent matters.
Compile and communicate accurate and timely reports on fraud cases and track progress made. Keep key stakeholders informed of case status including updating relevant information systems and tools (e.g. SAFPS list) accessed by the fraud community.
Liaise with relevant internal and external stakeholders including bureaus and other banks to ensure correct validation of customer information and security checks.
Manage personal development to increase own skills and competencies.
You will be an ideal candidate if you:
Grade 12 (NQF Level 5 will be an advantage)
1-2 years of experience in a customer service/contact center role.
Ability to answer calls and be professional at all times.
Handle inbound calls and assist with chat services.
Must be able to work under pressure and remain calm.
Must be able to focus and ensure correct details are captured at all times.
Liaise with internal and external stakeholders.
24/7 environment flexibility.
Manage customers' expectations.
Effective communication skills.
Must be focused and vigilant when assisting clients, with attention to detail.
Must be an analytical person.
Speed.
Must be patient.
Good listening skills.
Time management.
Team player.
You will have access to:
Opportunities to network and collaborate.
A challenging working environment that is progressive and agile.
Opportunities to innovate where initiative is taken and owned end to end.
We can be a match if you are:
Adaptable and curious.
Analytical of complex data sets.
Thrive in a collaborative environment.
Apply now if you are interested in taking the next step. We look forward to engaging with you!
All appointments will be made in line with FirstRand Group's Employment Equity plan. The bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The bank will keep this information confidential unless we are required by law to disclose this information to other parties.
Job Details
Take note that applications will not be accepted on the below date and onwards; kindly submit applications ahead of the closing date indicated below.
Closing Date: 22/10/24
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