Fraud Monitoring Agent (x3) - (GL6) - Forensic Services

Bank Windhoek

Industry: Banking

About the role

**Introduction** A Fraud Monitoring Agent is responsible for identifying and preventing financial crime by monitoring real-time transaction queues. The role requires attention to detail and working rotating shifts, including nights, weekends, and public holidays. Agents investigate suspicious activity across electronic banking channels, respond promptly to minimize losses, engage with clients to verify transactions, and promote secure digital banking practices. **Job description** Key Performance Areas (KPAs)1. Real-Time Monitoring & Fraud DetectionConduct thorough reviews of high-risk alerts generated by fraud detection systems (e.g., Feedzai, ACI or NICE Actimize) across multiple channels (Card, Wire, P2P).Analyse customer behaviour to identify unusual patterns, trends, and anomalies.Investigate flagged transactions and take appropriate action in line with established internal procedures.Promptly escalate cases determined to be confirmed or at high-risk of fraud.2. Fraud Investigation & Client EngagementReach out to customers via phone, email, or SMS to verify suspicious to verify suspicious activity while maintaining a professional and supportive tone.Make real-time "Go/No-Go" decisions on pending transactions to mitigate loss while minimising customer friction.Block or restrict accounts/cards where fraud is suspected.Handle escalated calls regarding blocked accounts or declined transactions.Maintain accurate records of investigations and actions taken.Ensure all cases are handled within agreed turnaround times.3. Reporting & AdministrationCompile daily, weekly, and monthly fraud reports.Provide statistics on fraud trends, transaction behaviour, and risk exposure.Process card scheme alerts, including VISA and Mastercard compromised account notifications.Maintain proper documentation in compliance with audit and regulatory standards.4. Fraud Prevention & AwarenessEducate customers on safe usage of electronic banking channels.Provide feedback on emerging fraud trends and vulnerabilities.Support internal awareness initiatives to reduce fraud incidents.5. Customer Service ExcellenceDeliver professional and timely support to customers, branches, and internal stakeholders.Handle sensitive situations with confidentiality and empathy.Ensure a high standard of service in all client interactions.6. Innovation & Continuous ImprovementRecommend improvements to fraud monitoring systems and processes.Contribute to the enhancement of fraud detection strategies.Stay updated on new fraud tactics and digital banking risks.7. General ResponsibilitiesPerform any other reasonable and lawful duties as assigned.Adhere to internal policies, procedures, and compliance requirements.Maintain confidentiality and integrity at all times.Core CompetenciesStrong analytical and problem-solving skillsAttention to detailExcellent verbal and written skills; you must be comfortable delivering "bad news" (like account freezes) with empathy. Assertiveness and decision-making abilityPlanning and organizational skillsAdaptability: Ability to work a 24/7 rotating shift schedule.Ability to work under pressureHigh level of integrity and professionalismTech Savvy: Proficiency in navigating multiple software and banking core systems simultaneously.Strong interpersonal and customer service skills **Minimum requirements** Experience & Skills RequirementsMinimum 2 years’ experience in an electronic banking or fraud monitoring environment.Knowledge of banking systems, processes, and digital channels.Proficiency in Microsoft Excel and Word.Understanding of card scheme rules (VISA/Mastercard) is an advantage.Minimum QualificationsDiploma or Degree in Banking, Finance, Accounting, Risk Management, Criminal Justice or related field.Relevant banking, finance, or risk-related certification will be an advantage.

Requirements

• Minimum 2 years’ experience in an electronic banking or fraud monitoring environment.
• Knowledge of banking systems, processes, and digital channels.
• Proficiency in Microsoft Excel and Word.
• Understanding of card scheme rules (VISA/Mastercard) is an advantage.
• Diploma or Degree in Banking, Finance, Accounting, Risk Management, Criminal Justice or related field.
• Relevant banking, finance, or risk-related certification will be an advantage.

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