Fraud Analyst - Customer Experience Ambassador

With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

Job Summary

• Execution of strategic initiatives to improve customer communications, experience, and service, ensuring that the voice of the customer is integrated into all aspects of fraud management.
• Conduct customer experience meetings and workshops with Absa staff nationally; including internal and external customer education in the role of the Fraud Squad.
• Assist in process improvement, analysis, and business process management functions – either as a standalone project or as part of wider programmes of change.
• Work closely with internal teams and stakeholders to foster a customer-centric approach that enhances satisfaction, trust, and loyalty.
• Provide a service and manage the customer experience by attending to and resolving all fraud-related customer unhappiness within Fraud Solutions.

Job Description

Accountability: Transformational and Strategic Projects

• Assist in delivering projects which lead to the creation of an industry-leading customer experience.
• Leverage insight and data to ensure that products/services/solutions are truly designed around the customer/client.
• Define and conduct (or partner with others to conduct) appropriate research activities, and evaluate findings.
• Design, develop, and deliver through integrated teams ongoing customer experience improvements as well as innovations which provide Absa with sources of significant differentiation and competitive advantage.
• Review and approve the output of the design and technical teams to ensure that the planned user experience is achieved during implementation.
• Work collaboratively in a team and document functional requirements and prioritisation from business stakeholders through workshops and relevant documentation while tracking implementation delivery and reporting on progress.

Accountability: Customer Experience Enablement

• Work with insight teams to develop a comprehensive understanding of the market, including customer needs, and competitor strategies, and identification of opportunities to leverage this information through great customer experiences through benchmarking, reviews, and surveys.
• Understand and help mitigate potential risks which the strategic customer experience initiatives may pose to the organization and adopt ideas to minimize such exposure to risks.
• Provide assistance on the ideal ‘customer experience’ by helping to develop key capabilities that differentiate clients and meet consumer needs.
• Develop solutions that will enable front line team members to provide a sustainable, proficient, and professional level of service to customers.
• Develop solutions to solve repetitive customer failures derived from root causes and insights that adversely affect customer experience.
• Implement specific service initiatives tailored to the targets agreed for customer service level improvements for the BU (NPS, Customer Satisfaction Index, Complaints, Quality, etc.).

Accountability: Relationship Building & Team Working

• Develop relationships with colleagues and stakeholders across Absa to ensure development and delivery of consistently great customer experiences that drive customer intimacy and leverage best practice.
• Build comprehensive networks and sound relationships with businesses across Retail & Business Bank in order to influence ways of working.
• Continuously engage with business as part of cross-functional working teams in developing potential improvement solutions.
• Pursue own development to increase personal effectiveness, acknowledging strengths and areas for development.

Accountability: Customer Unhappiness Resolution

• Receive, resolve, and respond to complaints obtained through various complaint lines.
• Identify areas where consistent problems occur and provide input into and offer solutions which can be used to minimize or remove the reoccurrence of the specific complaint type.
• Ensure proactive actions are taken to enhance positive customer experience.

Education and Experience Required

• Relevant degree (NQF Level 7) or equivalent.
• 3-5 years retail banking experience.
• Proven experience in customer experience management, preferably in the financial services or fraud prevention domain.
• Strong understanding of customer journey mapping, service design, and customer-centric process improvements.
• Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels.

Education

Bachelor`s Degrees and Advanced Diplomas: Law, Military Science and Security (Required)

Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.

Absa Bank Limited reserves the right not to make an appointment to the post as advertised.