Phiwe Tshabalala
Customer service support
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About
A results-oriented professional with extensive experience as a Fraud
Reporting Officer, adept at identifying, preventing, and reporting fraud incidents involving debit, check, and credit cards. Seeking a challenging role where I can leverage my expertise in fraud prevention, digital fraud management, and compliance with regulatory protocols to contribute effectively to an organization's risk management and financial security initiatives. Eager to utilize my strong analytical skills, attention to detail, and collaborative approach to enhance fraud detection measures and ensure customer satisfaction
Experience
Work Experience
FNB, Ferndale
Fraud Reporting Officer
27/05/2013 – June 2023
Identified, prevented, and reported fraud incidents involving debit, check, and credit cards at FNB, Ferndale.
Managed card cancellations, re-orders, and fraud case logging.
Handled digital fraud cases and blocked digital channels to prevent further fraud.
Addressed scams, kidnappings, and extortion attempts promptly and efficiently.
Processed smart block escalations to prevent unauthorized fund releases.
Managed the blacklisting of cell phone numbers associated with fraud activities.
Hotlisted compromised cards to prevent unauthorized usage.
Requested emergency credit card deliveries for affected customers.
Followed up on fraud cases to ensure timely resolution and customer satisfaction.
Coordinated with other banks to track and recover funds related to fraud incidents.
Ensured compliance with fraud prevention protocols and regulations.
Collaborated with internal teams to enhance fraud detection and prevention measures.
Johannesburg Water
Operations Customer Care
04/08/2010 – 04/06/2012
Logged customer queries on SAP system.
Coordinated with Joburg Water Depots.
Informed customers about repair time frames.
Coordinated technician visits for urgent cases.
Managed customer bill queries.
Liaised with clients for resolution.
Handled customer care operations.
Updated customer records.
Ensured timely responses to customer inquiries.
Managed customer feedback.
Coordinated with technical teams for solutions.
Maintained customer satisfaction metrics.
MPAC Ekurhuleni
Reception and Admin
01/12/2009 – 26/02/2010
Answered incoming calls promptly and professionally.
Recorded accurate messages and conveyed them to the appropriate recipients.
Transferred calls efficiently to the relevant departments or individuals.
Maintained organized and up-to-date registers for incoming documents.
Ensured timely and accurate documentation of received materials.
Supported administrative tasks such as filing, data entry, and scheduling.
Facilitated smooth communication between colleagues and clients.
Provided assistance to staff members as needed.
Managed front desk responsibilities effectively.
Contributed to a positive and efficient work environment.
Exchange Control Clerk
Citi Group
01/04/2007 – 04/30/2008
Ensure compliance with exchange control regulations.
Check and endorse customer documentation for cross-border currency transactions.
Manage documentation for exporting goods from South Africa.
Maintain transaction records.
Archive documentation as per requirements.
Coordinate with internal teams for smooth transaction processing.
Monitor currency exchange rates.
Communicate with clients regarding transaction status.
Prepare reports on exchange control activities.
Stay updated with regulatory changes in exchange control policies
Education
Education
Career Objective A results-oriented professional with extensive experience as a Fraud
Reporting Officer, adept at identifying, preventing, and reporting fraud incidents involving debit, check, and credit cards. Seeking a challenging role where I can leverage my expertise in fraud prevention, digital fraud management, and compliance with regulatory protocols to contribute effectively to an organization's risk management and financial security initiatives. Eager to utilize my strong analytical skills, attention to detail, and collaborative approach to enhance fraud detection measures and ensure customer satisfaction
Language: English Other
Udemy
Certificate in Google IT Support
2021
Corner Stone
Certificate in Risk Management
2016
Witwatersrand
Certificate in Project Management
2006
Ponego High School
Matric
2005
