Fraud Monitoring Officer at Stanbic IBTC

Job Sector: Banking

Job Details

• Group Risk Management: understanding all risks - from the economic to the political - that could affect our global business, and offering guidance to all parts of the bank

Job Purpose

• To analyse, detect & prevent fraud on customers account and ensuring that losses to the bank and/or customers are minimized.

Key Responsibilities/Accountabilities
Customer Service:

Internal:

• Maintain a co-operative working relationship with co-workers.
• Take ownership of queries until amicable resolution is reached
• Display confidence, assertiveness, proactivity and accuracy when communicating.
• Work with all staff in making sure that all losses are minimized and recoveries are maximized.
• Maintain a co-operative working relationship with Management, Customer relations centre, Card Processing centre, Stanbic branches, and staff within the department.

External:

• Ensure that a high level of customer service is maintained in which queries and complaints are handled and resolved in an efficient manner with customers
• Ensure that no adverse reputational risk / litigation accrues in terms of liabilities.
• Must be confident, assertive and accurate when communicating.

Escalation, Analysis and Reporting:

• Ensure that unresolved issues matters are escalated to Line management for timely action.
• Ensure that all new threats are escalated to the control stakeholders for appropriate action and rules are implemented to prevent such threats and subsequent losses.
• Ensure daily, weekly and monthly statistics and analysis of alerts triggered and actioned.
• Analysis of actual fraud, false positive and performance by rules that would assist rules improvement where applicable.

Fraud Detection:

• Maintain a vigilant and careful attitude in carrying out monitoring activities in order to detect possible fraudulent activities and address the situation at an early stage before potential losses become significant.
• All alerts triggered on the Intellinx Fraud monitoring system must be actioned on a daily basis.
• All triggered incidents should be certified to be completely genuine before being cleared and labelled as non-fraudulent

Fraud Prevention:

• Maintain a working relationship with the fraud desk team by constantly informing them of suspicious and unconfirmed activities on various accounts and ultimately requesting that these accounts should be blocked.
• Constantly sensitize customers that are contacted and enlighten them concerning the importance of always keeping their account details confidential.
• Follow up on all alerts in the pending queue must be done on a daily basis to keep the alerts in the pending queue  to the minimum.

Business Collaboration, Cross selling and Cost Saving:

• Support the business in increasing customer base and selling products as advised

Internal Relationships:

• Risk Management - FCC
• Contribute to their service delivery
• Description or examples: Fraud Investigation
• Information Technology - Application Support
• Receive a service from them
• Description or examples: Availability of the Fraud Monitoring Solution

External Relationships:

• Service Providers
• Provide customer service
• Description or examples: Vendors to the monitoring solutions

Preferred Qualification and Experience

• A Bachelor's degree in any related field
• 1-3 years experience in Personal and Business Banking - Banking Operations,Global Market Operations,Risk Management , Business Support

Knowledge/Technical Skills/Expertise:

• Basic knowledge of the fraud monitoring system operational chain.
• Experience in dealing with customer complaints.