Junior Fraud Analyst at M-KOPA

About the job

• We are looking for a Junior Fraud Analyst to join our Fraud Team, as we scale up and drive digital and financial inclusion across our markets.

Why This Role Is Different

• Most fraud roles keep analysts at arm's length from the customer; reviewing flags, closing tickets, moving on. This role puts you directly in conversation with customers to gather the intelligence that actually solves cases.
• You're not just processing fraud tickets. You're the person a customer speaks to when something has gone wrong with their account — often for the first time in their experience of financial services. How you handle that conversation shapes whether they trust the system at all. That's a different kind of responsibility, and it requires a different kind of analyst.

What You'll Be Doing

• Engaging directly with customers by phone to gather fraud intelligence, managing cases end-to-end through Freshdesk, documenting findings on SharePoint, and producing daily and monthly reports that give management clear visibility on fraud trends and case status.
• Conducting KYC fidelity audits and compliance checks, enforcing the Fraud Risk Management Policy by identifying misconduct, flagging issues to stakeholders, and supporting case closure within required timelines.
• Analysing fraud data to identify patterns and emerging risks, translating findings into actionable insights that inform prevention strategies across the business and contribute to cross-functional initiatives that reduce risk and improve customer safety.

What You'll Need

• Demonstrable experience in a customer care or customer service environment, with a track record of understanding what good looks like on the front line.
• Proven exposure to quality assurance, coaching, or performance monitoring with the analytical rigour to translate data into clear, constructive feedback.
• Strong communication and stakeholder collaboration skills, particularly across Operations, Training, and outsourced partner environments.

The honest part

This role requires you to give hard feedback clearly and constructively — to agents, team leaders, and BPO partners on a regular basis. You'll need to hold the line on quality standards even when it's uncomfortable. If you've done that before and found it rewarding rather than draining, you're probably the right fit.