Job Description
Ensure that all inbound and outbound Fraud cases (calls and emails) are actioned in order to provide assistance/feedback to customers.
Analyse alerts flagged on the fraud monitoring systems and confirm validity of suspicious transactions/activity with customers in order to detect/prevent fraud (all fraud types).
Load security blocks where suspicious transactions/activity cannot be confirmed with customers and make clear notes on the fraud monitoring and case management systems.
Ensure that procedures are always followed.
Ensure that high risk/unusual activity is escalated immediately.
Escalate any errors/deviations from procedures immediately.
Monitor and adhere to shift roster.
Maintain customer confidentiality.
Deal with customers in a professional manner.
Provide feedback to internal and external stakeholders.
Escalate/report high risk incidents immediately.
Act...