Published on

Feb 10, 2024

Published on

Feb 10, 2024

Published on

Feb 10, 2024

Published on

Feb 10, 2024

Wallet Fraud Controller Team Lead

Wallet Fraud Controller Team Lead

Wallet Fraud Controller Team Lead

Wallet Fraud Controller Team Lead

Full-time

/

Cape Town, South Africa

/

On-site

Full-time

/

Cape Town, South Africa

/

On-site

Full-time

/

Cape Town, South Africa

/

On-site

Full-time

/

Cape Town, South Africa

/

On-site

About the job

We are in search of a highly motivated and dynamic individual to assume the role of Wallet Fraud Controller Team Leader.

This position plays a crucial role in overseeing the wallet fraud control team, ensuring the delivery of exceptional service to card customers. The primary responsibility is to manage and address customer queries related to debit and chargeback claims stemming from Mukuru payment cards.

Duties And Responsibilities Include, But Is Not Limited To

  • Responsible for oversight of the wallet fraud controllers.

  • Monitor the Team’s daily duties.

  • Resolve and communicate with customer all escalated debit claims queries.

  • Conduct twice yearly KPI reviews on all team.

  • Mentor team in weekly/monthly one on one sessions.

  • Produce a monthly report to the Wallet, Card and Vas TL.

  • Submit reports with recommendations for system and process improvements.

  • Coach and build capability within the team

  • Conduct performance management functions for team.

  • Provide training material to the Training Department

  • Conduct seminars with internal staff/agents whenever necessary.

  • Monitor Business Intelligence Dashboard for designated duties.

  • Investigate and report suspicious activity to the FIC.

  • Engage with industry bodies to enhance the team’s capabilities.

  • Approve manual refunds escalated to Wallet Ops.

  • Identify, report and mitigate the potential risks in the card space.

  • Evaluate appeals on declined cases.

  • Manage own professional and self-development

Key Requirements

  • Grade 12 or equivalent (Essential)

  • Minimum 3 years debit claims experience (Essential)

  • Fraud Prevention , Dispute Resolution Course (Essential)

  • Experience as a Team Lead / Supervisor in a fraud or similar department

  • Experience in conducting fraud training and mentoring more junior team members

  • Knowledge of South Africa and other corridor’s fraud legislations

  • Knowledge of South Africa and other corridor’s AML/CFT legislations

  • Knowledge of AML reporting systems

  • Knowledge of Microsoft Power BI data Analytics Tools

  • Knowledge of national and international money transfer procedures

  • Knowledge of Payment Systems and PCI regulations.

Additional Skills And Competencies

  • Self-starter and motivated

  • Detailed-oriented and problem-solving skills

  • Logical reasoning and analytical ability

  • Resourcefulness

  • Able to work independently and within a team

  • Able to effectively manage a team

  • Innovative and creative mind-set

  • Positive leadership

  • Open-minded, practical, and agile with change.

  • Proactive and deadline driven approach

  • Positive attitude and enthusiasm

  • Communications Skills

  • Business writing skills

  • Computer Literacy (MS Word, MS Excel, MS Outlook, MS Teams)

  • Problem solving skills

  • Investigative techniques

  • Conflict management skills

  • Attention to detail

I am sure you are reading this job description and meet majority of the criteria BUT you may also still not be 100% comfortable in applying. We believe that there is a place for everyone under the Mukuru sun and we want YOU to contribute to our diverse tapestry of talent. So come on, take a leap of faith, and send your application if you meet majority of our requirements. Remember to include a snippet of how you will bring value and help us build a future of success that will help us determine where and how you may best be suited” Maybe you are just the future Mukurian we need!!

Should you be appointed in a remote/work from home role at Mukuru, it is your responsibility to ensure that you have uninterrupted internet connectivity and a ‘work-like’ environment at your home location, in order to deliver your best in terms of performance, productivity and service to our customers.

If you do not receive any response after two weeks, please consider your application unsuccessful.

NB: ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY’S DIVERSITY AND INCLUSION PLANS

About the job

We are in search of a highly motivated and dynamic individual to assume the role of Wallet Fraud Controller Team Leader.

This position plays a crucial role in overseeing the wallet fraud control team, ensuring the delivery of exceptional service to card customers. The primary responsibility is to manage and address customer queries related to debit and chargeback claims stemming from Mukuru payment cards.

Duties And Responsibilities Include, But Is Not Limited To

  • Responsible for oversight of the wallet fraud controllers.

  • Monitor the Team’s daily duties.

  • Resolve and communicate with customer all escalated debit claims queries.

  • Conduct twice yearly KPI reviews on all team.

  • Mentor team in weekly/monthly one on one sessions.

  • Produce a monthly report to the Wallet, Card and Vas TL.

  • Submit reports with recommendations for system and process improvements.

  • Coach and build capability within the team

  • Conduct performance management functions for team.

  • Provide training material to the Training Department

  • Conduct seminars with internal staff/agents whenever necessary.

  • Monitor Business Intelligence Dashboard for designated duties.

  • Investigate and report suspicious activity to the FIC.

  • Engage with industry bodies to enhance the team’s capabilities.

  • Approve manual refunds escalated to Wallet Ops.

  • Identify, report and mitigate the potential risks in the card space.

  • Evaluate appeals on declined cases.

  • Manage own professional and self-development

Key Requirements

  • Grade 12 or equivalent (Essential)

  • Minimum 3 years debit claims experience (Essential)

  • Fraud Prevention , Dispute Resolution Course (Essential)

  • Experience as a Team Lead / Supervisor in a fraud or similar department

  • Experience in conducting fraud training and mentoring more junior team members

  • Knowledge of South Africa and other corridor’s fraud legislations

  • Knowledge of South Africa and other corridor’s AML/CFT legislations

  • Knowledge of AML reporting systems

  • Knowledge of Microsoft Power BI data Analytics Tools

  • Knowledge of national and international money transfer procedures

  • Knowledge of Payment Systems and PCI regulations.

Additional Skills And Competencies

  • Self-starter and motivated

  • Detailed-oriented and problem-solving skills

  • Logical reasoning and analytical ability

  • Resourcefulness

  • Able to work independently and within a team

  • Able to effectively manage a team

  • Innovative and creative mind-set

  • Positive leadership

  • Open-minded, practical, and agile with change.

  • Proactive and deadline driven approach

  • Positive attitude and enthusiasm

  • Communications Skills

  • Business writing skills

  • Computer Literacy (MS Word, MS Excel, MS Outlook, MS Teams)

  • Problem solving skills

  • Investigative techniques

  • Conflict management skills

  • Attention to detail

I am sure you are reading this job description and meet majority of the criteria BUT you may also still not be 100% comfortable in applying. We believe that there is a place for everyone under the Mukuru sun and we want YOU to contribute to our diverse tapestry of talent. So come on, take a leap of faith, and send your application if you meet majority of our requirements. Remember to include a snippet of how you will bring value and help us build a future of success that will help us determine where and how you may best be suited” Maybe you are just the future Mukurian we need!!

Should you be appointed in a remote/work from home role at Mukuru, it is your responsibility to ensure that you have uninterrupted internet connectivity and a ‘work-like’ environment at your home location, in order to deliver your best in terms of performance, productivity and service to our customers.

If you do not receive any response after two weeks, please consider your application unsuccessful.

NB: ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY’S DIVERSITY AND INCLUSION PLANS

About the job

We are in search of a highly motivated and dynamic individual to assume the role of Wallet Fraud Controller Team Leader.

This position plays a crucial role in overseeing the wallet fraud control team, ensuring the delivery of exceptional service to card customers. The primary responsibility is to manage and address customer queries related to debit and chargeback claims stemming from Mukuru payment cards.

Duties And Responsibilities Include, But Is Not Limited To

  • Responsible for oversight of the wallet fraud controllers.

  • Monitor the Team’s daily duties.

  • Resolve and communicate with customer all escalated debit claims queries.

  • Conduct twice yearly KPI reviews on all team.

  • Mentor team in weekly/monthly one on one sessions.

  • Produce a monthly report to the Wallet, Card and Vas TL.

  • Submit reports with recommendations for system and process improvements.

  • Coach and build capability within the team

  • Conduct performance management functions for team.

  • Provide training material to the Training Department

  • Conduct seminars with internal staff/agents whenever necessary.

  • Monitor Business Intelligence Dashboard for designated duties.

  • Investigate and report suspicious activity to the FIC.

  • Engage with industry bodies to enhance the team’s capabilities.

  • Approve manual refunds escalated to Wallet Ops.

  • Identify, report and mitigate the potential risks in the card space.

  • Evaluate appeals on declined cases.

  • Manage own professional and self-development

Key Requirements

  • Grade 12 or equivalent (Essential)

  • Minimum 3 years debit claims experience (Essential)

  • Fraud Prevention , Dispute Resolution Course (Essential)

  • Experience as a Team Lead / Supervisor in a fraud or similar department

  • Experience in conducting fraud training and mentoring more junior team members

  • Knowledge of South Africa and other corridor’s fraud legislations

  • Knowledge of South Africa and other corridor’s AML/CFT legislations

  • Knowledge of AML reporting systems

  • Knowledge of Microsoft Power BI data Analytics Tools

  • Knowledge of national and international money transfer procedures

  • Knowledge of Payment Systems and PCI regulations.

Additional Skills And Competencies

  • Self-starter and motivated

  • Detailed-oriented and problem-solving skills

  • Logical reasoning and analytical ability

  • Resourcefulness

  • Able to work independently and within a team

  • Able to effectively manage a team

  • Innovative and creative mind-set

  • Positive leadership

  • Open-minded, practical, and agile with change.

  • Proactive and deadline driven approach

  • Positive attitude and enthusiasm

  • Communications Skills

  • Business writing skills

  • Computer Literacy (MS Word, MS Excel, MS Outlook, MS Teams)

  • Problem solving skills

  • Investigative techniques

  • Conflict management skills

  • Attention to detail

I am sure you are reading this job description and meet majority of the criteria BUT you may also still not be 100% comfortable in applying. We believe that there is a place for everyone under the Mukuru sun and we want YOU to contribute to our diverse tapestry of talent. So come on, take a leap of faith, and send your application if you meet majority of our requirements. Remember to include a snippet of how you will bring value and help us build a future of success that will help us determine where and how you may best be suited” Maybe you are just the future Mukurian we need!!

Should you be appointed in a remote/work from home role at Mukuru, it is your responsibility to ensure that you have uninterrupted internet connectivity and a ‘work-like’ environment at your home location, in order to deliver your best in terms of performance, productivity and service to our customers.

If you do not receive any response after two weeks, please consider your application unsuccessful.

NB: ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY’S DIVERSITY AND INCLUSION PLANS

About the job

We are in search of a highly motivated and dynamic individual to assume the role of Wallet Fraud Controller Team Leader.

This position plays a crucial role in overseeing the wallet fraud control team, ensuring the delivery of exceptional service to card customers. The primary responsibility is to manage and address customer queries related to debit and chargeback claims stemming from Mukuru payment cards.

Duties And Responsibilities Include, But Is Not Limited To

  • Responsible for oversight of the wallet fraud controllers.

  • Monitor the Team’s daily duties.

  • Resolve and communicate with customer all escalated debit claims queries.

  • Conduct twice yearly KPI reviews on all team.

  • Mentor team in weekly/monthly one on one sessions.

  • Produce a monthly report to the Wallet, Card and Vas TL.

  • Submit reports with recommendations for system and process improvements.

  • Coach and build capability within the team

  • Conduct performance management functions for team.

  • Provide training material to the Training Department

  • Conduct seminars with internal staff/agents whenever necessary.

  • Monitor Business Intelligence Dashboard for designated duties.

  • Investigate and report suspicious activity to the FIC.

  • Engage with industry bodies to enhance the team’s capabilities.

  • Approve manual refunds escalated to Wallet Ops.

  • Identify, report and mitigate the potential risks in the card space.

  • Evaluate appeals on declined cases.

  • Manage own professional and self-development

Key Requirements

  • Grade 12 or equivalent (Essential)

  • Minimum 3 years debit claims experience (Essential)

  • Fraud Prevention , Dispute Resolution Course (Essential)

  • Experience as a Team Lead / Supervisor in a fraud or similar department

  • Experience in conducting fraud training and mentoring more junior team members

  • Knowledge of South Africa and other corridor’s fraud legislations

  • Knowledge of South Africa and other corridor’s AML/CFT legislations

  • Knowledge of AML reporting systems

  • Knowledge of Microsoft Power BI data Analytics Tools

  • Knowledge of national and international money transfer procedures

  • Knowledge of Payment Systems and PCI regulations.

Additional Skills And Competencies

  • Self-starter and motivated

  • Detailed-oriented and problem-solving skills

  • Logical reasoning and analytical ability

  • Resourcefulness

  • Able to work independently and within a team

  • Able to effectively manage a team

  • Innovative and creative mind-set

  • Positive leadership

  • Open-minded, practical, and agile with change.

  • Proactive and deadline driven approach

  • Positive attitude and enthusiasm

  • Communications Skills

  • Business writing skills

  • Computer Literacy (MS Word, MS Excel, MS Outlook, MS Teams)

  • Problem solving skills

  • Investigative techniques

  • Conflict management skills

  • Attention to detail

I am sure you are reading this job description and meet majority of the criteria BUT you may also still not be 100% comfortable in applying. We believe that there is a place for everyone under the Mukuru sun and we want YOU to contribute to our diverse tapestry of talent. So come on, take a leap of faith, and send your application if you meet majority of our requirements. Remember to include a snippet of how you will bring value and help us build a future of success that will help us determine where and how you may best be suited” Maybe you are just the future Mukurian we need!!

Should you be appointed in a remote/work from home role at Mukuru, it is your responsibility to ensure that you have uninterrupted internet connectivity and a ‘work-like’ environment at your home location, in order to deliver your best in terms of performance, productivity and service to our customers.

If you do not receive any response after two weeks, please consider your application unsuccessful.

NB: ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY’S DIVERSITY AND INCLUSION PLANS

Mukuru

Cape Town, South Africa

Visit Company Website

Mukuru

Cape Town, South Africa

Visit Company Website

Mukuru

Cape Town, South Africa

Visit Company Website

Mukuru

Cape Town, South Africa

Visit Company Website

About Company

Mukuru is one of the largest money transfer providers in Africa and a leading Next Gen Financial Services Platform that offers affordable and reliable financial services to the emerging consumer.The foundation of our business was built by providing the continent’s migrant diaspora with safe, convenient international money transfers. From this base we have grown a wide range of products and services that take their cue from our customers’ needs and aspirations for greater financial security and a better life.To this end, we continue to build a highly robust and resilient physical and digital financial payments infrastructure across Africa that unlocks new value-added services for our loyal customers. This includes cash transfers, Mukuru Funeral Cover, and the Mukuru Card. As a fintech provider, Mukuru has underpinned its successful customer engagement strategy with the ability to ‘speak the language’ of its users and gain a grassroots understanding of the unique pain points that customers face in each market.Our engagement platforms include WhatsApp, free USSD, the Mukuru App, and the website. Customers are always able to speak to Mukuru about any challenges or difficulties with the platform, whether it’s a Mukuru agent in a physical booth, at a branch, over the telephone, or via a virtual live chat function in a language of the customer’s choosing, and often in their mother tongue. Take a walk through our Contact Centre at any time, and you’ll hear conversations in 15 languages – our very own united nations of Africa and Asia.

Total Employees

1,818

Company 2-Year Growth

45%

Median Employee Tenure

2.4 years