Team Leader Fraud Sandton - TalenCo Recruitment Specialists

Description

Job Description

The role involves managing the day-to-day activities of Fraud Agents, who detect and prevent fraud 24/7, and Fraud Administration Agents, who investigate and recover losses due to online/card fraud.

Key responsibilities include providing excellent customer service, ensuring prompt action on fraud alerts, completing administration on reported incidents, and minimizing losses/maximizing recoveries.

Additional tasks include coordinating new functionality testing, employee management, and process performance monitoring. The ideal candidate should be willing to work flexible hours and ensure agreed timelines are met for investigation and resolution of disputes/cases.

Maintaining high-quality data capture, updating attachments, and financial entries is crucial. Providing daily, weekly, and monthly stats on team productivity/performance is also essential.

The successful candidate will have experience in Fraud Risk, payments systems, online banking products, card/merchant payments systems, eCommerce, banking regulations, and team management.

A relevant diploma/certificate/training course in Fraud Risk Management is preferred. Experience dealing with customer/merchant complaints and managing shifts is also desirable.

Desired Experience & Qualification

2-3 years' experience in Fraud Risk and a strong understanding of payments systems, online banking products, card/merchant payments systems, eCommerce, and banking regulations are required.

Responsibilities:

• Manage day-to-day activities of Fraud Agents and Fraud Administration Agents.
• Provide excellent customer service.
• Action fraud alerts promptly.
• Complete administration on reported incidents.
• Minimize losses and maximize recoveries.
• Coordinate and participate in new functionality testing.
• Monitor process performance daily.
• Ensure optimal rostering of shift workers.
• Meet agreed timelines for investigation and resolution of disputes/cases.

Requirements:

• Experience in Fraud Risk.
• Payments systems knowledge.
• Online banking product expertise.
• Card/merchant payments systems and eCommerce experience.
• Banking regulations understanding.
• Team management skills.
• Relevant diploma/certificate/training course in Fraud Risk Management.

Working Hours:

Flexible working hours, including evenings and weekends as required.