Senior Fraud Analyst

Remuneration:	cost-to-company
Location:	Cape Town, CBD
Remote work:	Some remote work allowed
Education level:	Diploma
Job level:	Junior/Mid
Type:	Permanent
Company:	Shop2Shop

As a senior fraud analyst, your role is to assist the fraud team in reviewing transactions on an ongoing basis. Your responsibilities will include investigating, detecting, and preventing fraudulent activities within the Shop2Shop ecosystem and liaising with clients and/or third parties to resolve any fraud related queries in a timely manner.

Key responsibilities:

• Review of alerts generated by the respective monitoring tools within the fraud team.
• Extracting and analysing specific data sets according to the established standard operating procedures and processes of the fraud team and within agreed timeframes.
• Conducting a desktop investigation, i.e. reviewing transaction history of the client under review as well as documentation/information previously obtained and on record.
• Working collaboratively with the fraud analyst on duty as well as the broader team, reviewing and acting on any urgent queries escalated by the fraud analyst on duty and/or the fraud operations manager.
• Reviewing the work conducted by the fraud analyst on duty, ensuring that it is accurate, on time and thorough feedback is provided.
• Documenting your findings and making informed decisions regarding next steps, based on the outcome of your work and/or that of the fraud analyst on duty.
• Insure accurate record keeping and documenting of findings as well as decisions made.
• Monitoring the business unit mailbox, as well as other platforms, insuring that outstanding fraud related client queries are attended to and resolved in a timely manner.

Core competencies:

• Adaptability: Being able to work in a fast-paced and changing environment, and quickly adapt to new tools, processes, and procedures.
• Communication skills: Being able to communicate effectively with customers, colleagues, and other stakeholders using various communication channels, including phone, email, and chat.
• Continuous learning: Being committed to ongoing learning and development, and continuously improving skills and knowledge to deliver exceptional customer service.
• Detailed orientated: Being attentive to details and ensuring accurate record keeping.
• High level of integrity and ethics: Being committed to maintaining confidentiality and protecting sensitive information.
• Multitasking: Being able to handle multiple tasks and inquiries at the same time, without compromising on the quality of service.
• Problem-solving skills: Being able to identify issues, gather information, and propose possible solutions.
• Resilience: Being able to handle high-stress situations and manage customer queries with a positive and professional attitude.
• Teamwork: Being able to work collaboratively with other team members to achieve common goals and deliver outstanding customer service.
• Technical skills: Being able to use various software programs and tools, including CRM systems, knowledge bases, and ticketing systems, to effective customer service

Qualification and experience required:

• Matric certificate or equivalent (essential)
• Relevant tertiary qualification such as a diploma or degree in finance, legal, or related field (a plus)
• At least 3-5 years of experience in customer service/consulting, finance, legal or related field (essential)
• Experience in a call center or similar environment (a plus)
• Experience in working with a diverse customer base, including customers from different language and cultural backgrounds (a plus)
• Proficient in Microsoft Office Suite products and computer literate (essential)

Posted on 16 Jul 09:11, Closing date 14 Sep