Hlengiwe Ngwenya
Fraud Specialist
281a Indwa Street Zone 7 Meadowlands Soweto
Summary
A seasoned Fraud Operations Specialist from Absa Bank, I excel in investigation techniques and team collaboration. Renowned for integrity, I've significantly reduced case backlogs by leveraging data analysis and fraud detection skills, ensuring equitable outcomes and enhancing dispute resolution effectiveness.
Results-driven fraud professional with proven background in detecting and preventing fraudulent activities. Expertise in risk assessment and fraud investigation, ensuring operational integrity and compliance. Known for collaborative approach and adaptability in dynamic team settings, with strong analytical and problem-solving skills.
Overview
16
16
years of professional experience
2
2
Certifications
Work History
Fraud Operations Specialist
Absa Bank
Marshalltown
01.2018 - Current
- Established a reputation for integrity and professionalism by consistently following ethical standards.
- Analyzed case files, conducted interviews, and reviewed documentation to evaluate claims.
- Enhanced skills through participation in professional development focused on dispute resolution effectiveness.
- Safeguarded stakeholder interests by consistently striving for the most equitable outcomes in all cases handled.
- Conducted thorough reviews of appealed decisions to ensure accuracy in initial rulings or identify areas requiring reconsideration or amendment as warranted.
- Presented conclusions in clear and concise language that was easily understood by all parties involved in the adjudication process.
- Managed workload efficiently to significantly reduce case backlogs while meeting deadlines.
Customer Care Enquires Department
DSV Couriers
01.2016 - 05.2018
- Provided first-contact resolution whenever possible by utilizing extensive product knowledge and problem-solving skills.
- Demonstrated empathy towards customers'' needs while simultaneously adhering to company policies and guidelines.
- Delivered outstanding support during peak periods, adeptly handling increased call volume without compromising service quality.
- Resolved complex customer issues, ensuring a positive and efficient experience.
Administrator
DSV Couriers
05.2012 - 11.2015
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
- Managed office inventory levels, ensuring adequate supplies were available while minimizing waste and unnecessary spending.
- Maintained personnel records and updated internal databases to support document management.
- Established an organized filing system that streamlined document retrieval and reduced misplaced files.
Call Center Representative
Multichoice Customer Centre
Randburg
10.2008 - 03.2011
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
Education
High School Diploma -
John Orr Technical High School
Johannesburg, South Africa 04.2001 -
Skills
Investigation techniques
Certification
Risk Management
Timeline
Risk Management
11-2024
Cyber Security: Threat Prevention
09-2022
Fraud Operations Specialist
Absa Bank
01.2018 - Current
Customer Care Enquires Department
DSV Couriers
01.2016 - 05.2018
Administrator
DSV Couriers
05.2012 - 11.2015
Call Center Representative
Multichoice Customer Centre
10.2008 - 03.2011
High School Diploma -
John Orr Technical High School
04.2001 -
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