Join to apply for the Fraud Analyst - Customer Experience Ambassador role at Absa Group
Empowering Africa’s tomorrow, together…one story at a time. With over 100 years of history and positioned as a local bank with regional and international expertise, a career with Absa offers the opportunity to be part of growth, reset the future and shape our destiny as a proudly African group.
Overview
Role : Fraud Analyst - Customer Experience Ambassador. Focus on executing strategic initiatives to improve customer communications, experience and service, ensuring that the voice of the customer is integrated into all aspects of fraud management.
Responsibilities
- Execute strategic initiatives to improve customer communications, experience, and service, ensuring that the voice of the customer is integrated into all aspects of fraud management.
- Conduct customer experience meetings and workshops with Absa staff nationally; include internal and external customer education in the Fraud Squad role.
- Assist in process improvement, analysis and business process management functions—either as a standalone project or as part of wider change programmes.
- Work closely with internal teams and stakeholders to foster a customer-centric approach that enhances satisfaction, trust, and loyalty.
- Provide service and manage the customer experience by attending to and resolving all fraud-related customer unhappiness within Fraud Solutions.
Job Description
Assist in delivering projects that lead to an industry-leading customer experience.Leverage insight and data to ensure products / services / solutions are designed around the customer.Define and conduct research activities, and evaluate findings.Design, develop and deliver ongoing customer experience improvements and innovations that differentiate Absa.Review and approve outputs of design and technical teams to ensure the planned user experience is achieved during implementation.Collaborate in a team to document requirements and prioritisation from business stakeholders through workshops and relevant documentation, tracking delivery and reporting on progress.Accountability : Customer Experience EnablementWork with insight teams to understand market needs and competitor strategies, identifying opportunities to enhance customer experiences through benchmarking, reviews and surveys.Understand and mitigate potential risks to strategic customer experience initiatives.Help develop capabilities that differentiate clients and meet consumer needs.Develop solutions enabling front-line teams to provide sustainable, proficient, and professional service.Develop solutions to address repetitive customer failures from root causes and insights.Implement service initiatives aligned to targets for customer service level improvements (e.g., NPS, Customer Satisfaction Index, Complaints, Quality).Accountability : Relationship Building & Team WorkingDevelop relationships across Absa to deliver consistently great customer experiences and leverage best practice.Build networks with Retail & Business Bank to influence ways of working.Engage with business as part of cross-functional teams to develop improvement solutions.Pursue personal development to increase effectiveness.Accountability : Customer Unhappiness ResolutionReceive, resolve and respond to complaints obtained through various channels.Identify recurring problems and provide input into solutions to minimise reoccurrence.Take proactive actions to enhance positive customer experience.Education And Experience Required
Relevant degree (NQF Level 7) or equivalent.3-5 years retail banking experience.Proven experience in customer experience management, preferably in financial services or fraud prevention.Strong understanding of customer journey mapping, service design, and customer-centric process improvements.Excellent communication and interpersonal skills with ability to engage and influence stakeholders at all levels.Education
Bachelor’s degrees and Advanced Diplomas : Law, Military Science and Security (Required).
Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments contribute towards equitable demographic representation and diversity of the workforce.
Absa Bank Limited reserves the right not to make an appointment to the post as advertised.
Seniority level
Mid-Senior levelEmployment type
Full-timeJob function
Finance and SalesIndustries
Banking and Financial Services#J-18808-Ljbffr
