ZAF Customer Expert TVG - Financial (Fraud)

TP; Cape Town; On-site; ZAR 320,000 - 420,000; Full time

Job summary

Teleperformance is seeking an AML Investigator to monitor transactions, review alerts, and escalate potential money laundering or fraud cases. The role requires familiarity with AML/CTF regulations, KYC practices, and strong analytical skills.

You will work to prevent illicit funds from being laundered, liaising with law enforcement when needed, and ensuring GDPR and internal policy compliance in all activities. Training and system access will be provided.

Qualifications

• Matric/Equivalent (minimum education)
• 1+ years of experience in customer service/financial services/banking environment
• Experience in Fraud Prevention or Financial Crime – Advantageous
• Knowledge of AML regulations in a business environment
• Strong ICT literacy (Word, Excel) and ability to learn new systems

Responsibilities

• Review and investigate transaction monitoring alerts for suspicious activity on customers’ accounts, ensuring AML criteria are applied and escalated as needed.
• Raise and report Suspicious Activity (SAR) where required, participate in investigations before reporting to authorities.
• Understand and apply AML, POCA, CTF guidance and directives from JMLSG.
• Liaise with law enforcement requests, provide information with GDPR adherence.
• Investigate fraud trends using pattern analysis to mitigate risk and loss.
• Serve as reference point for internal/external customers on financial crime detection and prevention.
• Screen alerts for PEPs, sanctions, and adverse media; annotate and escalate as guided.
• Perform enhanced due diligence on PEPs/RCA’s SIPs retained by the business.
• Alert senior management to AML weaknesses during screening.
• Investigate declined payments and take appropriate action.
• Conduct all employment and SMCR checks for the business.
• Review CIFAS alerts per CIFAS processes and coordinate with external bodies.
• Review Adaptive Authentication flagged accounts and record decisions for scoring.

Skills

KYC processes

Attention to detail

Analytical thinking

Communication (written)

Communication (oral)

Decision-making

Working under pressure

Learning new systems

Microsoft Word

Microsoft Excel

Education

Matric/Equivalent

Tools

CIFAS screening

Adaptive Authentication tool

Job description

Overview

To protect business from the threat of money laundering through investigation and monitoring transactions that meet agreed criteria. Investigate potential fraudulent/money laundering incidents, taking appropriate action to prevent criminal funds being laundered through.

“Teleperformance is a Regulated Financial Company operating largely in the BFSI sector. As such, it is a condition of numerous Service Level Agreements with many of our clients that Employees possess acceptable credit scores and that they have no criminal records throughout their employment tenure with our Company. For this reason, employment of any prospective job candidate is subject to the outcome of satisfactory references, credit & criminal checks. Shortlisted job applicants will thus be required to sign a consent form to undergo the afore-mentioned checks as part of our Recruitment process with our registered service provider.”

Qualifications

Education and Specific Training

Work Experience

Matric/Equivalent

Minimum of 1 year experience in a customer service/financial services/banking environment

Maintain campaign performance, quality, regulatory and compliance standards

Experience in Fraud Prevention or Financial Crime – Advantageous

Able to demonstrate detailed knowledge of AML regulation in a business environment.

Additional attributes:

• 1+ years of experience in KYC or similar administrative role
• Experience with PEPs, Sanctions and Adverse Media screening
• Basic knowledge of risk factors in AML/Financial Crime
• The ability to meet strict deadlines/set targets
• Dedication to resolve pending queries or assigned tasks in a timely manner
• Ability to learn the new systems and tools quickly
• Being able to make decisions/conclusions quickly when needed
• Excellent attention to detail

Strong skills in:Computer literacy (Word, Excel)

Function specific IT systemsKeyboard skillsCommunication (written, oral)MethodicalListeningDecision-makingAnalyticalInterpretation of information/dataWorking under pressure/to deadlinesAttention to detail

• Keyboard skills
• Communication (written, oral)
• Methodical
• Listening
• Decision-making
• Analytical
• Interpretation of information/data
• Working under pressure/to deadlines
• Attention to detail

Responsibilities

• Review and investigate transaction monitoring alerts for suspicious activity on customers’ accounts, ensuring Anti Money Laundering and Counter Terrorist Funding criteria are reviewed and escalated appropriately.
• Accurately raise and where required report Suspicious activity (SAR) to the relevant parties, be prepared to be involved in any further investigation needed to validate the SAR before this is reported to National Crime Agency.
• Understand and apply any new guidance around AML, POCA, CTF and any directives from JMLSG.
• Liaise and respond to law enforcement requests in a timely manner ensuring all relevant information is provided and GDPR is adhered to.
• Investigate trends of Fraud and suspicious activity using Crime Pattern Analysis techniques, acting swiftly to mitigate customer detriment, financial loss and/or regulatory risk.
• Act as a point of reference for internal and external customers regarding financial crime detection and prevention.
• Responsible for screening alerts for Politically Exposed Persons (PEPs), UN Sanctions and SIP’s (persons of interest) using techniques and tools to interrogate identity and any Adverse Media in a timely and diligent manner, annotating and dispositioning them in line with provided guidance, escalating where needed to the relevant compliance teams.
• Perform Regular enhanced Due Diligence on any Peps/RCA’s SIP’s retained by the business.
• Alerting senior management to any potential AML weaknesses during the screening of alerts.
• Investigate all potential fraudulent declined payments, taking appropriate action.
• Performs all employment and SMCR checks for the business.
• Review and assess CIFAS alerts, using the compliant processes laid down by CIFAS, and liaising with the appropriate external organisation.
• Review and assess referred accounts from the Adaptive Authentication tool employed by the company, investigate accounts linked by device ID or IP address, make appropriate decisions in line with company policies and procedures, and correctly record the decision within Adaptive Authentication which can be used for scoring in future.