Fraud Analyst- Africa, Issuing Fraud Management

A fraud analyst specializes in transaction monitoring analyzing suspicious activities that could potentially include fraud. The job responsibilities of a senior fraud analyst include 24/7 card transaction monitoring, action the detected fraud cases, provide feedback on Fraud Rules effectiveness and recommend enhancement to the fraud rules. Immediate notification and fraud reporting to client banks. Senior fraud analysts are responsible for tracking fraudulent activities, which may involve monitoring financial/non-financial transactions and analyzing the data retrieved for irregular patterns.

• Monitor transactional-based card spends and account payment on a 24x7 basis as per company procedures, agreed service standards and in accordance with agreed controls and procedures.
• Contact cardholders/account holder on suspicious activities on their card/accounts and take necessary actions as per company procedures in accordance with agreed controls and TAT’s.
• Conducting the review of all triggered alerts based on the pre-defined rules in the fraud detection tool.
• Identify fraudulent trends and execute the appropriate action as per the unit process.
• Initiate outbound calls to confirm transactions with customer and update system appropriately.
• Perform fraud recovery by contacting the Acquirers and merchants immediately with an aim to improve the fraud loss avoidance.
• The daily set target of alerts evaluation to be achieved per shift, and all queued alerts to be cleared maintaining no pending alerts by Shift and on timely manners.
• Follow the proper channel of escalation and ensure that all critical issues are timely reported to guarantee the rapid fix.
• Proper update and tracking of the travel plan provided by the issuing banks.
• Initiate outbound fraud alert notification through email to the internal team, Banks, , business.
• Respond to all inquiries from internal team and the clients on timely manners and professionally.
• Deliver efficient and quality services to both internal and external customers that meet or exceed agreed service standards.
• Follow the rules and procedure / process as per the SLA with the issuing banks.
• Adhere to the internal and external Audit / Compliance requirements in the Unit/organization.
• Determining problems or issues in queries or complaints handling nature and proposing solutions for Enhancements.
• Ensure that the schemes related fraud alerts are timely actioned and reported to the concerned client bank.
• Deliver all the required support /task assigned on ADHOC requirement from the management. Provide the reporting that is required and case closure within the required time. This is in line with the unit goal to form a successful backup program with multi skills players.
• Maintain confidentiality of information and highest standards of integrity.
• Ensure compliance and adherence to organization code of conduct policy

• Inbound call center experience and/or experience with Card Fraud, Online wire fraud and fraud investigation.
• Banking product knowledge, service standards, productivity, and job analysis method.
• Excellent spoken and written English language skills.
• 6 to 12 months Customer contact experience in a call center, bank, or financial institution. 
• Experience with handling business customers.