Call Center Trainee Consultant (Volunteer Service) at Global Telemarketing Services (2006-04 – 2006-10)
- In Bound Calls
- Out Bound Calls
- Office Filling
- Telemarketing
Telkom Interviewer at Research Surveys (2007-07 – 2008-04)
Vodacom (2008-05 – 2010-06)
- Customer Care
- Inbound and Outbound Call & General Admin
- Logging service request
- Updating details and follow-up surveys
Acquisition Centre (Trainee Consultant) at Wesbank (2010-11 – 2010-12)
- Customer Care
- General Admin
- Quote Settlement Of vehicle
- Update bank details & postal address
- Logging service request
- Boarder letter
Administrator ETF at Automated Outsourcing Services (Satrix Investment Plan) (2011-03 – 2012-09)
- Accurate capturing and processing of client instructions
- Acquiring document via workflow system
- Ensure that SLA deadlines are adhered to in terms of processing
- Review client instructions to ensure that FICA requirements are met
- Follow up with clients for outstanding documents
- Timeous resolution of internal and external queries
- Process New Business Application
- Estate Late Account
- Trust Accounts
- Updating client information
- Handling post mailed by investors
Administrator: EDCON, WFS and ABSA Customer Acceptance Screening Analyst at ABSA SANCTIONS INVESTIGATION (2012-10 – 2018-07)
- Analyse information to determine whether a prospective customer, existing customer or related party matches the individual or listed on the various watch-list
- Investigate potential matches generated from captured by branches or daily changes to client or list details to decide whether to approve / decline the alert in compliance with the ABSA Sanctioning policy and Anti-Money Laundering policy
- Conduct investigation of potential matches by comparing the clients information on the Customer Acceptance Screening Application (CASA) system with information from screening list, in order to determine whether a prospective customer, existing customer or related party is the stated individual/ entity on the applicable watch-list, using the guidance encapsulated in the Sanctions Policy, Restricted Activity Matrix, Financial Crime and KYC Methodology
- Provide professional, objective input and creating awareness to stakeholders on relevant alerts and actions to be implemented to mitigate risk, maintain collaborative relationships and meet expectations and needs of the client
- Conduct Internet searches where require to obtain more information on prospective client or related party to support the investigation
- Obtain reports and data from subsidiaries and stakeholders as to analyse and review information to insure accuracy of information and correct processes followed
- Capture appropriate comments on the CASA system indicating the decision and rationale for the decision
- Refer alerts with insufficient information to the source to obtain further information, to be able to formulate a decision and follow up on the request
- Populate escalation templates when a potential match has been detected and when approval from higher authority needs to be obtained within the require time frame and to the set quality standards
- Request information from different stake holders to strengthen the Case
- Ensure work queues are cleared on a daily basis
- Assist with the clearing of back-log queues in case of batch screening when required
- Extract and compile daily and monthly statistics
- Construct all WIP and MI reports for management
Fraud Investigation/Prevention Specialist (Rest Of Africa) Fraud Operations at ABSA (2018-08 – Present)
- Screening incoming fraud alerts against known fraud indicators and other risk factors
- Using telephonic interviewing techniques, in order to determine risk
- Where fraud is confirmed, block the channel to prevent further transactions and losses
- Record actions taken on fraud systems and relevant banking systems
- For customers not contactable, analyse/evaluate the information at hand, make a decision to block the account as per policy and procedure
- Assist in enhancing operating systems for optimal results
- Deliver professional communication and foster awareness regarding financial crime and fraud trends
- Act as the Subject Matter Expert on the content of the procedures, processes and investigation methodologies in the business
- Take accountability for all risk events and the delivery of specified and agreed upon controls
- Reporting of a risk and controls that ensures compliance
- Work closely and collaboratively with the members of the Investigations Units within the bank and other financial institution
- Develop and enhance networks and build relationships to align the team objectives with business partners within the organisation as well as strategic stakeholders
