Job Description

Position Reports to: Operational Lead: Digital Fraud Investigations

Division: Ops Orchestration Enabling National Ops Scheduling Enabling: Digital Fraud Prevention & Investigation

Location: Pretoria

Advert Closing Date: 05 September 2023

About the Position

SARS has seen an increase in the number of attempts to abuse taxpayer accounts through identity theft. This is not unexpected as there has been an increase in cybercrime globally but also since SARS has expanded our engagements with our taxpayers to be increasingly on a digital level - in terms of digital documentation but also virtual face to face engagements, while we have decreased our human interaction at branches.

With the move of SARS to an increased digital organisation, it is important for the business to adjust to the increased use of technology that facilitate tax processes.

With the creation of the Digital Fraud Prevention and Investigation Unit, there is a distinct focus on the monitoring, prevention and investigation of the manipulation of SARS digital platforms to misrepresent the actual taxpayer and commit fraud and or obtain access to information that could be used for other nefarious purposes. The candidate would play an integral part in taxpayer relations to ensure that SARS effectively assist and communicate with taxpayers that require assistance.

Job Purpose

To be the first contact with the taxpayer to obtain a clear understanding/confirmation of the incident reported; be able to consult with clients, update the taxpayer account to mitigate any further fraud and to provide feedback on the actions taken by SARS to resolve the queries.

Education and Experience

Minimum Qualification & Experience Required

Relevant Higher Certificate (NQF 5) and 3 years' client engagement/advisory experience on tax/financial fraud-related cases.

Alternativel,

Senior Certificate (NQF 4) and 4 years' client engagement / advisory on tax/financial fraud-related cases.

Job Outputs:

Process

• To make first contact with client after digital fraud case have been logged through emails and telephonic engagements with taxpayer.
• To continuously update the Security Contact Details (SCD) for the taxpayer on the SARS system.
• On the initial engagement with the taxpayer the agent confirms validity of digital fraud.
• Reset Taxpayer password to ensure that the taxpayer's account is not compromised further.
• To provide specialist advice and guidance specific to a complex field, tax type, product and or professional discipline.
• On a daily basis liaise with taxpayers, addressing all issues, with the view of protecting SARS's interests and meeting the customer's needs.
• Communication of transactional outputs and queries in area of work according to policies and quality requirements.
• Contribute to the development & improvement of area specific standards, procedures, and processes to ensure continued quality and service improvement.
• Contribute to the successful implementation of change initiatives by providing support in area of work.
• Deliver on contracted performance objectives and escalate unresolved delivery and quality issues to management and process owners.
• Draw on own knowledge and experience to identify and develop solutions that leads to improved service delivery and quality.
• Effectively plan and schedule own activities to continuously improve quality and service delivery in area of work.
• Report on transactional and process activities within set guidelines to provide timely information for decision making.

Governance

• Comply to set governance and compliance procedures and processes related to an area of work and continuously identify and escalate risks.

People

• Search for, integrate and share new knowledge attained through formal and informal learning opportunities in the execution of your job.
• Drive own performance and development in order to achieve and improve on work outputs in line with required response time, quality, and service delivery standards.

Finance

• Adhere to specified policies, standards, legislation, and procedures to prevent wastage on resources, unauthorised expenditure and wasteful expenditure and report violations.

Client

• Contribute to a culture of service excellence, which builds positive relationships and provides opportunity for feedback and exceptional service.
• Ensure client satisfaction by engaging and delivering a service that is consistent, seamless, quick and error free.

Behavioural competencies

• Accountability (V)
• Attention to Detail
• Customer Service
• Fairness and Transparency (V)
• Honesty and Integrity (V)
• Organisational Awareness
• Respect (V)
• Teamwork
• Trust (V)

Technical competencies

• Active Listening
• Customer Relationship Management
• Problem Analysis and Judgement
• SARS Systems Products
• Service Delivery
• Standard operating procedure compliance
• Tax Knowledge

Compliance Competency

• GOC Confidential

Employment Equity

The Employment Equity policy of SARS will be considered as part of the recruitment and selection process and Persons with Disabilities are encouraged to apply. Successful candidates will be required to undertake an oath of secrecy, pre-employment screening, case study, pre-assessment, psychometric assessment and or vetting, and a declaration of private interest. The appointment is also subject to appropriate reference(s) and security clearance where applicable.

South African Revenue Service