Digital Fraud Adjudicator - Johannesburg, South Africa - Absa Bank Limited

Absa Bank Limited

Verified Company

Johannesburg, South Africa

1 week ago

Posted by:

Thabo Mthembu

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Description

Bring your possibility to life Define your career with us

With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

Job Summary

To manage and perform a case evaluation on each digital fraud case in order to determine a fair outcome for all clients in terms of the Treating Customers Fairly framework and Customer Governance standards, in collaboration with FRM, Africa Ops and other specialist business partners.

This comprehensive evaluation will then result in a business decision and case closure.

Job Description:

Accountability:
Cyber Crime Case Resolution (65%)

Review cases escalated for consideration from Fraud Operations
Gather, collate and analyse info pertaining to specific cases
Ask for additional information where required
To input data into decision making matrix to determine offer or repudiation of claim
On an ad hoc basis deal with clients directly to discuss their case
To continuously assess and revise matrix as a result of changing landscape and external circumstances (Review Quarterly)
Liaise with both legal as well as Ombuds office on change to landscape and decision making matrix in terms of client impact

Accountability:
Reporting and MI (25%)

Weekly, Monthly and adhoc reporting of all Digital Channels fraud related matters e.g. Business Decision Records.
Addressing of adhoc operational fraud related matters including queries from Fraud Complaints, and Pre-Ombudsman.

Accountability:
Stakeholder Management (10%)

To engage & manage relationships with key stakeholders amongst others:
Fraud Strategy
BSSA Fraud Operations
Forensic Services
Internal Digital stakeholders
Group customer care (Pre-Ombuds and Ombuds office, Action Line & CEO)
Legal and Litigation
Maintain a high level of professionalism in stakeholder interactions, including written and verbal communications, based on sound knowledge of processes and procedures, schemes and understanding of relevant regulatory requirements.

Education

Further Education and Training Certificate (FETC) (required)