Team Leader - Johannesburg, South Africa - Energy at Work Projects
Description
Duties:
- Willingness to work in dynamic, highgrowth environment and should be willing to
- Monitor the process performance on daytoday basis and define corrective &
- Ensure that shift workers are rostered optimally to cover the 24/7 fraud detection
alerts timeously.
- Ensure agreed timelines for investigation and resolution of all customer
- Ensure that all relevant and authorised stakeholders (internal and external) are kept
- Review staff interactions with customers to gauge customer services quality offerings
improve the quality on systems where gaps have been identified.
- Manage escalations and ensure all high risk/significant incidents is brought to
- Monitor and ensure all cases in the Case Management System are actioned and kept
- Execute adhoc duties allocated by management in a professional manner with
- Ensure that Interbank guidelines is followed as set out in the SABRIC Interbank
disputed online fraud incidents.
- Maintain a customer centric focus throughout case lifecycle, keeping in mind the
- Ensure team maintains the highest quality of data capture, updates, attachments and
- Provide an efficient service and outcomes, to all our customers, internal and
- Provide accurate and regular daily, weekly and monthly statistics on team
- Provide support to the various internal teams on the investigation of fraudulent
Requirements:
- Card and merchant payments systems, including eCommerce.
- Relevant Banking regulations and Industry practice.
- At least 2 to 3 years working experience in the Fraud Risk environment.
- Experience in dealing with customer and/or merchant complaints and industry
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