Team Leader : Fraud Operations

Minimum Requirements

• At least 2 to 3 years working experience in the Fraud prevention, detection, and investigation environment. Leadership role advantageous
• Strong leadership and management skills, with experience in team development, coaching, and mentoring
• In-depth knowledge of fraud prevention and detection strategies, as well as relevant laws, regulations, and industry standards
• Payment’s systems, digital and online banking product knowledge
• Card and merchant payments systems, including eCommerce
• Experience in dealing with customer and / or merchant complaints and industry stakeholders and regulators
• Proven analytical and problem-solving skills, with the ability to interpret complex data and metrics
• People Management – managing teams that work shifts
• Relevant diplomas, certificates or completed training courses in Fraud Risk Management

Responsibilities

• 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 a 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 appropriate solutions to improve the quality on systems where gaps have been identified
• Manage escalations and ensure all high risk / significant incidents are 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 all team members complete mandatory training and that they are fully trained on systems and processes to be able to efficiently execute their daily activities
• Ensure that Interbank guidelines are 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 the case lifecycle, keeping in mind the needs of customers and business units
• Monitor the quality of desktop investigations and ensure that a strong customer focus and root cause analysis has been applied during the investigation of incidents
• 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 transactions and incidents
• Identify shortcomings in existing systems and provide suggestions to mitigate evolving risks
• Manage escalations regarding system problems / anomalies on the appropriate incident management system and if necessary, escalate further
• If applicable, report suspicious and unusual transactions to the ‘Money Laundering Control Officer’ in the agreed format
• If applicable, report gross fraud losses and attempts under PRECCA to the South African Police Services (SAPS) in the agreed format
• Participate and coordinate user acceptance testing on new functionality and provide test evidence to management for review and signoff
• Ensure that all written formal complaints received are logged and resolved satisfactorily within the agreed timelines
• Action Ombudsman, escalations, and other complaints within agreed timelines
• Ongoing people management of the team to ensure that they perform at the best levels and take remedial action where necessary
• Provide ongoing coaching and guidance to staff to perform their duties
• Ensure that all standard operating procedures and training material are kept up to date and are adhered to by the team
• Drive a leadership culture with a customer-centric perspective through managing and coaching staff in order to provide the highest levels of customer service