You will be required to deliver superior client service, and will be responsible to manage and administer queries concerning lost and stolen cards, fraud prevention and risk situations.

The core responsibility of this role is to ensure that the departmental fraud prevention objectives for both our Cards and Loans portfolios are met. You will be required to deliver superior client service, and will be responsible to manage and administer queries concerning lost and stolen cards, fraud prevention and risk situations.

KPI’s:

Detect and minimize fraudulent account activity by constantly working the Fraud Queues
Timeously working disputes to meet NCA requirements
Create fraud awareness internally
Successful processing of chargebacks
Fraud trend analysis
Experience of delivery and good performance within areas of accountability (application of knowledge & skill)
Ability to problem solve: Identify a realistic and accurate understanding of the problem at hand by carefully analysing, diagnosing and investigating the issues and factors surrounding the problem as well as to decide on the appropriate solution and or action thereof
Engage with relevant stakeholders during the investigation process, which include internal and external staff, management, as well as SAPS

Key Competencies:

Ability to organize, plan and work independently
Ability to make defined and discretionary decisions
Ability work under pressure
Ability to handle conflict
High attention to detail
High degree of accuracy
Ability to multi-task
Team Player
Excellent interpersonal and communication skills
Commitment to deliver high quality service to internal and external customers
Commitment to ensuring that tasks are completed timeously

Minimum Requirements/Experience:

12 months call centre experience in customer service environment
Clear disciplinary record
Clear ITC and Criminal record
Grade 12/Matric Qualification
Proven above average competency required in MS Office