Job Description

Job Summary

One of the most well known banks is currently seeking a Team Leader - Fraud Operations, if you meet the criteria apply now!

Duties:

• Willingness to work in dynamic, high-growth environment and should be willing to

work in after hours or weekends in case of business requirements. * Monitor the process performance on day-to-day basis and define corrective &

preventive actions & identify improvement opportunities. * Ensure that shift workers are rostered optimally to cover the 24/7 fraud detection

capability in answering inbound calls from customers as well as actioning of fraud
alerts timeously. * Ensure agreed timelines for investigation and resolution of all customer

disputes/cases are met * Ensure that all relevant and authorised stakeholders (internal and external) are kept

informed in an accurate and timeous manner. * Review staff interactions with customers to gauge customer services quality offerings

and identify gaps within existing systems and develop the appropriate solutions to
improve the quality on systems where gaps have been identified. * Manage escalations and ensure all high risk/significant incidents is brought to

management's attention immediately. * Monitor and ensure all cases in the Case Management System are actioned and kept

up to date daily. * Execute ad-hoc duties allocated by management in a professional manner with

adherence to timelines given. * Ensure that Interbank guidelines is followed as set out in the SABRIC Interbank

Repatriation of Funds guidelines document relating to securing of funds relating to
disputed online fraud incidents. * Maintain a customer centric focus throughout case lifecycle, keeping in mind the

needs of customers and business units. * Ensure team maintains the highest quality of data capture, updates, attachments and

financial entries in accordance with procedures, policies and legislation. * Provide an efficient service and outcomes, to all our customers, internal and

authorised external stakeholders via telephone or e-mail and other authorised
channels. * Provide accurate and regular daily, weekly and monthly statistics on team

productivity and performance of the relevant operational areas. * Provide support to the various internal teams on the investigation of fraudulent

Requirements:

• Card and merchant payments systems, including eCommerce.
• Relevant Banking regulations and Industry practice.
• At least 2 to 3 years working experience in the Fraud Risk environment.
• Experience in dealing with customer and/or merchant complaints and industry

stakeholder and regulators.

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