Job Summary

• The role serves as the single interface for Relationship Banking into the Fraud Solutions area. The role must ensure that delivery of Relationship Banking services balances the service levels, customer requirements and fraud losses. The incumbent is the escalation point for service failures and provides oversight on ensuring complaints are addressed within agreed SLA.

Job Description

• Provide day-to-day management of the relationship between Relationship Banking and Fraud Solutions.
• Maintain knowledge of the Fraud Solutions value proposition, and service offerings which can be provided to Relationship Banking.
• Create the engagement approach and service offering model required for Relationship Banking business and customer needs.
• Develop a complete understanding of the Relationship Banking Fraud servicing needs, Service Level requirements and unique customer expectations.
• Work with the various Fraud Solutions Functional Heads to develop and deliver the Strategy for servicing Relationship Banking. This includes the design and delivery of operational capacity as well as bespoke processes, tools and metrics required for meeting Relationship Banking requirements in a way that balances
• Provide Relationship Banking teams with recommendations on potential changes to products, controls and systems to mitigate fraud based on trends identified in the environment.
• Partner with Fraud Solutions Strategy and Support areas to identify opportunities to optimise processes and cost to serve and use as input to influence Relationship Banking Strategies.
• Acts as a single point of contact for escalations and service failures (e.g., KPIs, KVDs, complaints). Provide oversight to ensure that issues are addressed and resolved by the accountable Functional head and Customer Experience team within the agreed timeframes.
• Develop and maintain trusted relationships with the Relationship Banking Stakeholders and Executives.
• Plan and facilitate regular governance engagements with Relationship Banking stakeholders to review performance, discuss risks and issues and share solution updates, and potential enhancements.
• Serve as the single point of contact for service failures and ensure escalation to the relevant Fraud Solutions area for resolution.
• Ensure that all stakeholders are informed, involved and appropriately supportive of initiatives and projects that impact Relationship Banking servicing.

Education and Minimum requirements 

• Fraud qualification NQF Level 7
• ACFE will be advantageous
• At least 3- 5 years’ experience in Relationship Banking /Fraud Industry, Risk Management or related fields.

Education

• Bachelor`s Degrees and Advanced Diplomas: Law, Military Science and Security (Required)