Job Purpose
- To analyse , detect and prevent fraud on a customers 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
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.
Preferred Qualification and Experience
- Degree in Business Commerce or Information Technology related field
- 2 yrs experience in Banking experience
- Willing to work on shift (24/7)
- Experience in Self- service channels
- Experience in stakholder management
- Good understanding of the Digital environment and cyber crime.
- Excellent communication skills.
- Meticulous attention to detail, especially with data entry
| Good understanding of the Digital environment and cyber crime.Excellent communication skills. |
Meticulous attention to detail, especially with data entry
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