Fraud Response Analyst

When you join Shop2Shop, you join a team of people driven by a shared purpose for what we do every day. The experience of collaboration across teams will be unrivalled. The feeling of belonging to a talented team of people will make this your last career stop. You will find a stimulating and challenging smorgasbord of problems to solve with the aim of supporting entrepreneurs in South Africa.

Purpose of role:

The purpose of the Fraud Response Analyst role is to safeguard Shop2Shop against fraudulent activity by effectively monitoring, assessing and responding to potential fraud incidents outside of standard business hours. The role is responsible for the timely review and analysis of fraud alerts, identifying and clearing false positives, responding to urgent fraud-related queries, and escalating matters requiring further investigation to the broader Fraud Team. Accurate record-keeping, sound judgement, timely resolution and effective communication are key components of the role, ensuring that fraud risks are appropriately managed while minimising unnecessary disruption to legitimate clients and maintaining a high standard of client service.

Key responsibilities:

• Review alerts generated by fraud monitoring tools outside of standard business hours.
• Complete the analysis and review of alerts within agreed turnaround times, including identifying and clearing false positives where appropriate.
• Conduct desktop investigations by reviewing client profiles, transaction histories, account activity and other relevant information/documentation on record.
• Review and action urgent fraud-related queries escalated to the fraud team outside of standard business hours.
• Identify and flag alerts, accounts and/or queries requiring further investigation by the broader Fraud Team.
• Document findings and make informed recommendations or decisions regarding the appropriate next steps.
• Maintain accurate, complete and auditable records of reviews, findings, actions and decisions.
• Monitor the business-unit mailbox and other designated communication platforms outside of standard business hours.
• Ensure outstanding fraud-related client queries are reviewed, actioned and resolved promptly, or appropriately escalated where further investigation is required.
• Maintain strict confidentiality when handling reviews, client information and sensitive business information.
• Adhere to established fraud procedures, escalation protocols, service-level agreements and applicable policies and legislation.

Core competencies:

• Adaptability: Being able to work in a fast-paced and changing environment, and quickly adapt to new tools, processes, and procedures.
• Communication skills: Being able to communicate effectively with customers, colleagues, and other stakeholders using various communication channels, including phone, email, and chat.
• Continuous learning: Being committed to ongoing learning and development, and continuously improving skills and knowledge to deliver exceptional customer service.
• Detailed orientated: Being attentive to details and ensuring accurate record keeping.
• High level of integrity and ethics: Being committed to maintaining confidentiality and protecting sensitive information.
• Multitasking: Being able to handle multiple tasks and inquiries at the same time, without compromising on the quality of service.
• Problem-solving skills: Being able to identify issues, gather information, and propose possible solutions.
• Resilience: Being able to handle high-stress situations and manage customer queries with a positive and professional attitude.
• Teamwork: Being able to work collaboratively with other team members to achieve common goals and deliver outstanding customer service.
• Technical skills: Being able to use various software programs and tools, including CRM systems, knowledge bases, and ticketing systems, to provide effective customer service.

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