After-Hours Fraud Response Analyst

Shop2Shop; Cape Town; On-site; ZAR 250,000 - 360,000; Full time

Job summary

Shop2Shop is seeking a Fraud Response Analyst to safeguard against fraudulent activity by monitoring alerts and conducting investigations outside standard business hours. You will review client profiles, transaction histories, and documentation, clearing false positives and escalating as needed.

The role emphasizes accurate record-keeping, timely responses, and maintaining confidentiality while adhering to fraud procedures and SLAs. Strong communication and integrity are essential.

Qualifications

• Experience in fraud monitoring and investigation.
• Ability to operate outside standard business hours.
• Strong record-keeping and confidentiality.

Responsibilities

• Review alerts generated by fraud monitoring tools outside of standard business hours.
• Complete the analysis and review of alerts within agreed turnaround times, including identifying and clearing false positives where appropriate.
• Conduct desktop investigations by reviewing client profiles, transaction histories, account activity and other relevant information/documentation on record.
• Review and action urgent fraud-related queries escalated to the fraud team outside of standard business hours.
• Identify and flag alerts, accounts and/or queries requiring further investigation by the broader Fraud Team.
• Document findings and make informed recommendations or decisions regarding the appropriate next steps.
• Maintain accurate, complete and auditable records of reviews, findings, actions and decisions.
• Monitor the business-unit mailbox and other designated communication platforms outside of standard business hours.
• Ensure outstanding fraud-related client queries are reviewed, actioned and resolved promptly, or appropriately escalated where further investigation is required.
• Maintain strict confidentiality when handling reviews, client information and sensitive business information.
• Adhere to established fraud procedures, escalation protocols, service-level agreements and applicable policies and legislation.

Skills

Adaptability

Communication

Continuous learning

Detail oriented

Integrity

Multitasking

Problem solving

Resilience

Teamwork

Technical skills

Tools

CRM systems

Knowledge bases

Ticketing systems

Job description

Shop2Shop is seeking a Fraud Response Analyst to safeguard against fraudulent activity by monitoring alerts and conducting investigations outside standard business hours. You will review client profiles, transaction histories, and documentation, clearing false positives and escalating as needed.

The role emphasizes accurate record-keeping, timely responses, and maintaining confidentiality while adhering to fraud procedures and SLAs. Strong communication and integrity are essential.