Job Description

Bring your possibility to life! Define your career with us

With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

Job Summary To manage and perform a case evaluation on each digital fraud case in order to determine a fair outcome for all clients in terms of the Treating Customers Fairly framework and Customer Governance standards, in collaboration with FRM, Africa Ops and other specialist business partners. This comprehensive evaluation will then result in a business decision and case closure.



Accountability: Cyber Crime Case Resolution (65%)

• Review cases escalated for consideration from Fraud Operations

• Gather, collate and analyse info pertaining to specific cases

• Ask for additional information where required

• To input data into decision making matrix to determine offer or repudiation of claim

• On an ad hoc basis deal with clients directly to discuss their case

• To continuously assess and revise matrix as a result of changing landscape and external circumstances (Review Quarterly)

• Liaise with both legal as well as Ombuds office on change to landscape and decision making matrix in terms of client impact

Accountability: Reporting and MI (25%)

• Weekly, Monthly and ad-hoc reporting of all Digital Channels fraud related matters e.g. Business Decision Records.

• Addressing of ad-hoc operational fraud related matters including queries from Fraud Complaints, and Pre-Ombudsman.

Accountability: Stakeholder Management (10%)

• To engage & manage relationships with key stakeholders amongst others:

- Fraud Strategy

- BSSA Fraud Operations

- Forensic Services

- Internal Digital stakeholders

- Group customer care (Pre-Ombuds and Ombuds office, Action Line & CEO)

- Legal and Litigation

• Maintain a high level of professionalism in stakeholder interactions, including written and verbal communications, based on sound knowledge of processes and procedures, schemes and understanding of relevant regulatory requirements.

Education

Further Education and Training Certificate (FETC) (Required)

Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.

Absa Bank Limited reserves the right not to make an appointment to the post as advertised

Absa