Function: Customer Operations ZA

Reports to: Head of Customer Operations

Role Purpose: The COA will be responsible for developing and refining risk strategies pertainin

to Fraud, Collections and Arrears Management for the South African operations. The COA will engage with stakeholders to effectively implement risk stratgies to protect the company, and its customers, interests.

Key Accountabilities

Arrears Management
Collaborates with stakeholders to formulate collections strategy, champion/challenger testing and improve performance of the arrears portfolio.
Monitoring of collections activities including NAEDO performance, Vendor performance, Campaigns, and Control Self Assessments across all collections tiers.
Interprets and communicates results of operations performance on a monthly basis and identifies solutions in threats and opportunities.
Develop new policies and procedures aligned with business change, operational requirements, legal requirements, actively seeks improvements in effectiveness and efficiency of collections operations
Fraud:
Investigating suspicious activities on credit applications and disbursed loans that could potentially include fraud
Researching criminal fraud methods and tools, tracking financial data, creating reports, identifying and investigating possible fraudulent activities, and developing techniques and tools useful in the prevention of fraud
Develop an Industry network to mobilize fraud prevention and prosecution efforts
On determined fraud cases work Fraud Investigators and law enforcement officials to ensure successful prosecution of perpetrators

Qualifications and Experience

Tertiary Qualification in Business Analytics, Quantitative, Engineering, or Statistical fields preferred
Two (2) or more years’ experience in data intensive industries such as banking, insurance, financial services, or consumer lending.
Two (2) or more years’ experience using SAS, SQL or SSRS
Background in risk management and customer management analytics including financial modeling and strategy optimization preferred
Must have strong presentation skills; knowledgeable in Microsoft PowerPoint
Proficient in the following: Project management, analytical and problem solving skills
PC skills including wide variety of software packages (i.e., word processing, spreadsheet and database) - strong emphasis on analytical software including Excel, SAS, and SQL
Verbal and written communication