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We are specialists in prepaid products and the electronic distribution of virtual merchandise. We combine technical innovation with entrepreneurial flair to bring products and services associated with the developed world directly to the doorsteps of people who may be geographically and economically isolated from the mainstream. By so doing, we create jobs…
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Fraud Detection and Prevention Agent
JOB PURPOSE
To ensure that all Fraud alerts on the fraud monitoring systems are actioned promptly to detect and prevent potential fraudulent and/or suspicious activity at an early stage to minimize losses to Blue Label, its consumers and customer across all channels. This would include protecting Blue Label Telecoms assets and interests from acts of financial crime and misconduct including mitigating present exposures.
RESPONSIBILITIES
Fraud Management Systems Development
- Carefully analyze alerts flagged on the fraud monitoring systems and confirm the validity of suspicious transactions and/or activity with Blue Label customers to detect and prevent fraud at an early stage
- All alerts in the fraud monitoring system must be actioned promptly, daily, and where necessary to refer for further investigation and/or decision
- Making clear memo notes on the fraud system as well as case management systems for record and audit purposes
- Ensure that Fraud incidents is registered on the case management system with accurate and as much as possible information obtained with regards to the incident
- Identify shortcomings in existing systems and provide suggestions to mitigate evolving risks
Fraud Investigation
- Where required assisting with referrals from clients who want to dispute or report fraudulent activity
- Ensure that agreed SLA’s is met
- Ensure that laid down procedures is always followed
- Escalate all high risk or unusual activity to management immediately
- Always maintaining a customer centric focus throughout case lifecycle, keeping in mind the needs of customers and business units
- Ensure completion of all mandatory training courses
Product/Service Information
- Good product knowledge of different value-added services (VAS) products processed by Blue Label Telecoms, such as Airtime, Data, Gaming and various other types of vouchers and services across different channels as well as different banking products and services
Stakeholder Engagement
- Provide timely feedback to internal and authorized external stakeholders
Customer Service
- Always dealing with clients in a professional manner
- Always maintaining confidentiality and integrity of customers information
Requirements
BEHAVIOURAL COMPETENCIES
- Manages Complexity
- Instills Trust
- Communicates Effectively
- Collaborates
- Customer Focus
- Ensures Accountability
- Situational Adaptability
- Time Management
- Assertiveness
- Manages Conflict
- Deadline Driven
- Self-Management
SKILLS
- Data Collection and Analysis
- Compliance Management
- Planning and Organizing
- Risk Management
- Good Communication
- Information Management
- Policy and procedures
- Customer Service Delivery
- Navigates Customer Challenges
- Problem-Solving
- Lateral thinking
EDUCATION
- Relevant diplomas, certificates or completed training courses in Fraud Risk Management
EXPERIENCE
- At least 2 to 3 years working experience in the Fraud Risk environment
Method of Application
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