ZAF Customer Service Representative PO - Financial (Fraud)

Overview

To protect business from the threat of money laundering through investigation and monitoring transactions that meet agreed criteria. Investigate potential fraudulent/money laundering incidents, taking appropriate action to prevent criminal funds being laundered through.

“Teleperformance is a Regulated Financial Company operating largely in the BFSI sector. As such, it is a condition of numerous Service Level Agreements with many of our clients that Employees possess acceptable credit scores and that they have no criminal records throughout their employment tenure with our Company. For this reason, employment of any prospective job candidate is subject to the outcome of satisfactory references, credit & criminal checks. Sshortlisted job applicants will thus be required to sign a consent form to undergo the afore-mentioned checks as part of our Recruitment process with our registered service provider.”

Qualifications

Education and Specific Training

Work Experience

Matric/Equivalent

Minimum of 1 year experience in a customer service/financial services/banking environment

Maintain campaign performance, quality, regulatory and compliance standards

Experience in Fraud Prevention or Financial Crime - Advantageous

Able to demonstrate detailed knowledge of AML regulation in a business environment.

Additional attributes:

1+ years of experience in KYC or similar administrative roleExperience with PEPs, Sanctions and Adverse Media screeningBasic knowledge of risk factors in AML/Financial CrimeThe ability to meet strict deadlines/set targetsDedication to resolve pending queries or assigned tasks in a timely mannerAbility to learn the new systems and tools quicklyBeing able to make decisions/conclusions quickly when neededExcellent attention to detail

Strong skills in:Computer literacy (Word, Excel)

Function specific IT systemsKeyboard skillsCommunication (written, oral)MethodicalListeningDecision-makingAnalyticalInterpretation of information/dataWorking under pressure/to deadlinesAttention to detail

Responsibilities

Review and investigate transaction monitoring alerts for suspicious activity on customers’ accounts, ensuring Anti Money Laundering and Counter Terrorist Funding criteria are reviewed and escalated appropriately.

• Accurately raise and where required report Suspicious activity (SAR) to the relevant parties, be prepared to be involved in any further investigation needed to validate the SAR before this is reported to National Crime Agency.
• Understand and apply any new guidance around AML, POCA, CTF and any directives from JMLSG.
• Liaise and respond to law enforcement requests in a timely manner ensuring all relevant information is provided and GDPR is adhered to.
• Investigate trends of Fraud and suspicious activity using Crime Pattern Analysis techniques, acting swiftly to mitigate customer detriment, financial loss and/or regulatory risk.
• Act as a point of reference for internal and external customers regarding financial crime detection and prevention.
• Responsible for screening alerts for Politically Exposed Persons (PEPs), UN Sanctions and SIP’s (persons of interest) using techniques and tools to interrogate identity and any Adverse Media in a timely and diligent manner, annotating and dispositioning them in line with provided guidance, escalating where needed to the relevant compliance teams.
• Perform Regular enhanced Due Diligence on any Peps/RCA’s SIP’s retained by the business.
• Alerting senior management to any potential AML weaknesses during the screening of alerts.
• Investigate all potential fraudulent declined payments, taking appropriate action.
• Performs all employment and SMCR checks for the business.
• Review and assess CIFAS alerts, using the compliant processes laid down by CIFAS, and liaising with the appropriate external organisation.
• Review and assess referred accounts from the Adaptive Authentication tool employed by the company, investigate accounts linked by device ID or IP address, make appropriate decisions in line with company policies and procedures, and correctly record the decision within Adaptive Authentication which can be used for scoring in future.