An amazing opportunity to work for a well renowned company based in Montague Gardens exists for a Fraud Agent with a minimum of 6-12 month experience. Must have Matric (Professional / Technical / Academic) Degree, Diploma, or Certificate - preferable. Must be computer literate. Contact Centre Agent experience advantageous.

Purpose of Job:

To analyse loyalty card reports / statements, log a case on CRM System and report any fraudulent activity across all loyalty programmes of all brands of Corporation.  Alert the Loyalty Brand Manager and CCM of any fraud trends or pertinent information to prevent reoccurrences, if possible.

Incumbent advises: 

Franchisees, Store Operators, Store Managers, Contact Centre Ambassadors, Loyalty Brand Managers, Loyalty Brand Developers

Incumbent liaises with: 

Franchisees, Store Operators, Store Managers, Suppliers, Contact Centre Ambassadors, Contact Centre Team Leader, Contact Centre Manager, Loyalty Brand Managers, Loyalty Brand Developers

Contact Centre Career Path

Contact Centre Fraud Agent à Contact Centre Senior Fraud Agent à Contact Centre Team Leader à Contact Centre Manager

1. 1.     Key Performance Areas:

• Workflow Management
• Reporting
• Company Standards

1. 2.     Education: (MINIMUM necessary to perform job)  

• School:   Grade 12
• Post School: (Professional/Technical/Academic): Degree, Diploma, or Certificate - preferable
• Computer Literacy: MS Office Suite – Beginner to Intermediate

1. 3.     Training: (MINIMUM time required to perform job)

• Formal Training:  
• “On-the-Job” Training:  Corporation Brands and Offerings, CRM System Training, Loyalty Programmes

1. 4.     Competencies / Key Skills

• Effective Communication (verbal & written)
• Analytical Thinking
• Attention to detail
• Accuracy
• Flexible and reliable
• Self-Confidence & self-control
• Patience
• Aptitude for numbers/figures
• Pursuit of Information (listening & questioning skills)
• Assertive
• Initiative
• Problem Solving
• Judgement and Decision Making

1. 5.     Experience: (MINIMUM required to perform job)   

• Period: 6 – 12 months
• Position: Contact Centre Agent (preferable)

1. 6.     Pressure of Work: (e.g. accountability, deadlines) 

• Accountability
• Deadlines
• Multitasking
• Uncertainty
• Workload / volume of cards
• Monotony

1. 7.     Planning

• Daily
• Allocation of workload to Loyalty Team

• Weekly
• Report of cards checked for Contact Centre Manager.
• Report of cards checked for Loyalty Brand Managers & Loyalty Brand Developers.

JOB DESCRIPTION

1. 1.    Workflow Management

Daily:

1.1.   Ensure work station is fully operational & report any issues to relevant person or department. 

1.2.   Ensure all programs and applications are operational (CRM, Maxi Club, Rewards, Outlook)

1.3.   Ensure that the telephone system is operational and there are no issues with the login.

1.4.   Check reports from Maxi Club

1.5.   Check reports from Rewards

1.6.   Assign above reports/workload for the day on a rotational basis to the Loyalty Ambassadors

1.7.   Access assigned reports, checking for any unusual activity based on certain criteria.  If anything appears suspicious:

• Log case on CRM upon finding suspicious activity.
• Proceeds to “red-list” the suspected loyalty card.
• Contacts relevant store and informs the store about the suspicious activity.
• Requests that the store investigates the suspicious activity and provides feedback about the outcome of this investigation for record purposes.

1.8.   Investigates suspected fraudulent activity which may be identified by Contact Centre Ambassadors and follow the steps of 1.7 if there is cause for concern.

1.9.   Follow up on all active cases and ensure that all actions are recorded in the case.

1.10. Close active cases once feedback is provided by the relevant people.

1. 2.    Reporting

2.1.   Compile a Daily Workload Report for the Loyalty Team.

2.2.   Email a copy of the above report to Contact Centre Team Leader and Contact Centre Manager daily.

2.3.   Compile a Weekly Workload Report for Loyalty Team.

2.4.   Email a copy of this weekly report to Contact Centre Team Leader, Centre Manager, Loyalty Brand Managers and Loyalty Brand Developers weekly.

1. 3.    Recordings/Tapes – Daily Task

3.1.   Ejects Metrofile tape from server.

3.2.   Complete a “Return-Form” for Metrofile.

3.3.   Insert returned tape into server.

3.4.   Insert ejected tape and return-form in an envelope and seal envelope before handing it back to the Metrofile collection-personnel.

1. 4.    Company Standards

4.1.   Attend all meetings & training programmes, irrespective of the time & day, which you may be instructed to be present at, provided such request is reasonable.  The nature and frequency of training will be at your line managers’ discretion.  You will need to avail yourself for said sessions.

4.2.   Carry out any reasonable request or instruction made by your line manager or any other senior employee

4.3.   Assist in any official function or business as may be required from time to time irrespective of the day or time or venue at which such function or business takes place, provided such request is reasonable.

4.4.   Projecting a hospitable, respectful, polite, friendly & warm attitude to all employees, franchisees and customers.

4.5.   Maintaining good communication skills with fellow employees, management, stakeholders & customers at all times.

4.6.   Display a strong “team player” approach, showing patience and respect for fellow members of staff.

4.7.   Reporting expeditiously all complaints, compliments, accidents, fire, theft, loss, damage and any other irregularities to your line manager.

4.8.   Always maintain high standards of general cleanliness, hygiene and safety in accordance with Corporations standards and other requirements as detailed in the HR Manual

4.9.   Utilize Corporations property and equipment in an appropriate manner in order to maintain both their usefulness and value.

Ref: CPT001692/LO