Fraud Analyst

The ability to make a payment quickly and at a low cost is an underestimated bedrock of our economy in South Africa. Payments are the financial lifeline of every business and individual. We are on a mission to help entrepreneurs participate and prosper in the digital economy by solving their payment challenges.

When you join Shop2

Shop, you join a team of people driven by a shared purpose for what we do every day. The experience of collaboration across teams will be unrivalled. The feeling of belonging to a talented team of people will make this your last career stop. You will find a stimulating and challenging smorgasbord of problems to solve with the aim of supporting entrepreneurs in South Africa.

As a Fraud Analyst, your primary responsibility is to support the Fraud team in continuously monitoring and reviewing transactions to protect the business from fraudulent activities. You will conduct thorough investigations, analyze data, and ensure timely and effective resolution of fraud-related queries. Additionally, you will liaise directly with clients to address and resolve any concerns related to potential fraud, maintaining the highest standards of customer service and integrity.

• Review of alerts generated by the respective monitoring tools within the Fraud team.
• Extracting and analysing specific data sets according to the established standard operating procedures and processes of the Fraud team and within agreed time frames.
• Conducting a desktop investigation, i.e. reviewing transaction history of the client under review as well as documentation/information previously obtained and on record.
• Working collaboratively on duty as well as the broader team, escalating any urgent queries to the reviewer on duty and/or the Fraud Operations Manager.
• Documenting your findings and making recommendations to the reviewer on duty for their consideration and input.
• Ensure accurate record keeping and documenting of findings as well as decisions made.
• Manage Business Unit mailbox, as well as other platforms, ensuring that outstanding fraud related client queries are attended to and resolved in a timely manner.

• Adaptability:
  Being able to work in a fast-paced and changing environment, and quickly adapt to new tools, processes, and procedures.
• Communication
  
  Skills:
  
  Being able to communicate effectively with customers, colleagues, and other stakeholders using various communication channels, including phone, email, and chat.
• Continuous Learning:
  Being committed to ongoing learning and development, and continuously improving skills and knowledge to deliver exceptional customer service.
• Detailed orientated:
  Being attentive to details and ensuring accurate record keeping.
• High level of integrity and ethics:
  Being committed to maintaining confidentiality and protecting sensitive information.
• Multitasking:
  Being able to handle multiple tasks and inquiries at the same time, without compromising on the quality of service.
• Problem-Solving
  
  Skills:
  
  Being able to identify issues, gather information, and propose possible solutions.
• Resilience:
  Being able to handle high-stress situations and manage customer queries with a positive and professional attitude.
• Teamwork:
  Being able to work collaboratively with other team members to achieve common goals and deliver outstanding customer service.
• Technical
  
  Skills:
  
  Being able to use various software programs and tools, including CRM systems, knowledge bases, and ticketing systems, to provide effective customer service.

• Matric certificate or equivalent
• Relevant tertiary qualification such as a diploma or degree in finance, legal, or related field is a plus
• At least 1-2 years of experience in customer service/consulting, finance, legal or related field is a plus
• Experience in a call center or similar environment is a plus
• Experience in working with a diverse customer base, including customers from different language and cultural backgrounds is a plus