Job Purpose
- To analyse, detect and prevent fraud on a customer’s digital profile by responding to all related alerts / queries/complaints as it relates to suspicious activities
- Investigate suspicious activities to minimise any losses to the customer and bank
| To analyse, detect and prevent fraud on a customer’s digital profile by responding to all related alerts / queries/complaints as it relates to suspicious activitiesInvestigate suspicious activities to minimise any losses to the customer and bank |
Key Responsibilities/Accountabilities
- Monitor and respond to alerts received from various environments i.e. IBM Trusteer, Kibana etc. within agreed SLA.
- Contact customers within SLA, and verify the authenticity of alerted events to minimise potential losses
- Interpret alerts and to advise the customer with possible solutions.
- To Log all alerts and activities on case management system (CMS).
- Keep the customer informed on progress and status of event.
- Block customer profile and digital access where required.
- Ensure adherence to all relevant and related processes and procedures i.e. customer authentication, etc.
- To proactively communicate identified or suspected risks or trends to internal stakeholders and leadership
- Report any system issues and failures to both management and IT for attention.
- Manage customer’s expectation and provide the required assistance and support to minimise future digital “attacks”.
- Monitor alerts and identify possible trends (based on alerts received), and escalate immediately for further instructions and guidance;
- Initiate phishing sites being shut down.
- Accurately document incidents and keep it updated throughout the process on the CMS.
- Testing on all platforms for projects undertaken by the department
Minimum Qualification and Experience
- Degree in Accounting/Audit, Information Technology, GA/CA or related field.
- Certificate in Cyber Security and experience in Self- Service channels will be an added advantage.
- 2 years banking experience.
- Experience in stakeholder management.
- Willing to work on shift (24/7).
Knowledge/Technical Skills/Expertise
- Ability to pay attention to detail
- Results oriented
- Knowledge of anti-fraud principles
- Knowledge and understanding of generic sales principles and practices to manage and optimise retention and growth within the PBB.
- Knowledge of general banking practices and procedures.
- Knowledge of multi-level products available to Standard Lesotho bank customers and pricing structures