Gerald Mossey

International roaming fraud

Upgrade / New Activation fraud

Scrutinize applications and fraudulent numbers to identify fraud to minimize losses that might accrue and to further assist in identifying fraud trends and fraud migration

Assist in analyzing handsets and numbers associated with fraudsters by using Analyst Notebook

Perform basic profiling of fraud syndicates and employees linked to syndicated activities

Load flashes on accounts where suspected fraudulent activities are taking place and blacklist handsets as per the Forensic Services’ processes in place

Handle customer queries where the complaints are referred to the Forensic Support Desk for assistance (alerts and KPIs instituted by Forensic Services Department)

Act as first line of support to customers who were victims of fraud and provide timeous feedback on preliminary investigation outcomes in consultation with the investigations team.

Self-service online fraud

Early fraud detection and prevention

Deactivation of fraudulent accounts

Case management

Updating client’s details on the Credit Bureau

Analyzing the data and identify trends.

Mining confirmed fraud for additional suspected fraudulent applications

• Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
• Managed client relationships and taking calls on the fraud line for first line assistance on sim swap fraud victims
• Evaluated client needs and expectations, establishing clear goals for each consulting engagement.

• Managed high-pressure situations calmly and professionally, maintaining strong rapport with clients during difficult interactions.
• Analyzed feedback from customers to identify trends and make necessary improvements within the department.
• Liaised with other departments to facilitate timely resolutions of customer concerns or requests.
• Provided first-contact resolution whenever possible by utilizing extensive product knowledge and problem-solving skills.