Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Mmatlou Maphanga

Johannesburg

Summary

Highly motivated Forensic investigation graduate,conscientious person who works hard and pays attention to details. I'm flexible, quick to pick up new skills and eager to learn from others. Great analytical and communication skill, 8 years working in the banking industry and 5 years in investigation and risk management.

Overview

8
8
years of professional experience

Work History

Fraud Risk Management Officer

Standard Bank
Johannesburg
12.2021 - Current
  • Identified risks and assessed potential impact, consulting with clients to prepare mitigation plan.
  • Monitor live transactions conducted by clients.
  • Mitigate risk of financial loss, Install blocks on account that have suspicious activities.
  • Resolve Fraud- and Risk related customer inquiries received via the contact centre efficiently by providing
    accurate information regarding the process for effective mitigation.
  • Resolve customer inquiries accurately and effectively by appropriately following system prompts in order
    to mitigate associated risks.
  • Conduct investigations into allegations of complex fraud using specialist knowledge in interviewing
    techniques and probing techniques.
  • Compile and communicate accurate and timely reports on fraud cases.
  • Liaise with relevant internal and external stakeholders to ensure correct validation of customer
    information and security checks and also reporting of suspicious or any fraud related case.
  • Log the incident and open a case file to investigate.

Fraud Detection Analyst

Discovery Bank
Sandton, Johannesburg
03.2019 - 11.2021
  • Utilized software systems to detect patterns of fraudulent behavior.
  • Conducted investigations to identify fraudulent activity and suspicious transactions.
  • Review all alerts from external sources, including VISA etc. and ensure that appropriate actions are taken
    to mitigate fraud
  • Providing awareness to clients around fraud risk trends and how to better protect themselves
  • Reviewed and evaluated customer accounts for potential financial risk.
  • Monitored transactional data and identified over 300 fraudulent transactions resulting in a 40% reduction in losses.
  • Interact with banks and customers to validate information and to confirm or cancel authorizations
  • Online account application processing and checking
  • Responsible for contacting the rightful cardholder in order to make cardholders aware of suspicious
    activity and go through all necessary steps fo recovery

Team Leader (2IC)

Discovery Ltd
Johannesburg
04.2018 - 02.2019
  • Offered training and support to keep team members motivated and working toward objectives.
  • Participated in regular meetings with senior leadership to provide updates on team progress.
  • Monitored daily workflow to ensure adherence to established policies and procedures.
  • Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
  • Delegated daily tasks to team members to optimize group productivity.
  • Provided coaching and feedback on employee performance, encouraging professional development.
  • Reviewed completed work to verify consistency, quality and conformance.
  • Completed daily quality assurance duties to provide feedback for improvements.

Customer Service Specialist

Discovery Ltd
Sandton
06.2016 - 02.2019
  • Maintained a high level of professionalism while interacting with customers via phone or email.
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
  • Provided assistance to customers in navigating website, placing orders, and resolving complaints.
  • Monitored call center queues daily in order to respond promptly to customer inquiries.
  • Investigated escalated customer complaints utilizing problem-solving skills to identify root causes of issues.
  • Documented customer correspondence in CRM to track requests, problems and solutions.
  • Prevent fraud; risks and losses by referring any occurrences outside of mandate or authentication procedure to relevant management
  • Set up and activated customer accounts.

Education

Bachelor of Arts - Forensic Science And Technology

University of Pretoria
Pretoria
12-2022

Wealth Management NQF 5 (134 FAIS Credits) - Financial Planning And Services

INSETA Training Programme
Johannesburg, South Africa
12-2016

Skills

Decision Making
Problem Solving
Microsoft PowerPoint
Microsoft Office
Microsoft Excel
written and verbal
communication
Risk Management
Mitigation
Articulating Information
Examining Information
Fraud Investigation technique
Analytical skills
collecting and analyzing evidence

References

References available upon request.

Timeline

Fraud Risk Management Officer

Standard Bank
12.2021 - Current

Fraud Detection Analyst

Discovery Bank
03.2019 - 11.2021

Team Leader (2IC)

Discovery Ltd
04.2018 - 02.2019

Customer Service Specialist

Discovery Ltd
06.2016 - 02.2019

Bachelor of Arts - Forensic Science And Technology

University of Pretoria

Wealth Management NQF 5 (134 FAIS Credits) - Financial Planning And Services

INSETA Training Programme

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Mmatlou Maphanga