Mpho Motsieng

To conduct in-depth analysis on possible internal, mule associated accounts and non-traditional fraud cases from a detection point.

-Investigating credit profiling syndicates and falsified credits
-Investigations and other sources to convert into actionable fraud to enable effective decision making in the combating of fraud and finance related crime.
-To work within the predefined parameters and protocols associated with the sensitive and confidential nature of such fraud cases and to provide feedback internally and / or to customer on next steps or closure of the analysis.
-Support the engagement with all CHNW SA stakeholders including stakeholders across the value chain (e.g., Client Segments, Client Solutions, Engineering, Corporate Functions, etc.) in relation to fraud risk management (client complaints and client experience) including engagements with legal and Ombudsman to manage all fraud legal and OBS referrals end-to-end.
-Managing and monitoring the client experience processes and practices across multiple business units ensuring risk exposure is not increased across CHNW SA
-Monitors and manages the client experience frameworks and standards for CHNW SA that have been implemented as it relates to fraud risk management.

• Screening incoming fraud alerts against known fraud indicators and other risk factors
• Using telephonic interviewing techniques, in order to determine risk
• Where fraud is confirmed block the channel to prevent further transactions and losses
• Record actions taken on fraud systems and relevant banking systems
• For customers not contactable, analyze/evaluate the information at hand, make a decision to block the account as per policy and procedure
• Investigate suspicious accounts received from Product business
• Provide superior customer service to customers through various contacts made during work performed
• Communicate new fraud trends to team
• Leaders and Managers for further action
• Investigation of fraud incidents and collection of evidence and case development
• Adhere to all contracted SLA's and approved internal policies,
• Procedures as well as regulatory requirements
• JIRA Application
• Financial transactions expertise
• Very Good
• Accurately capture, update departments information in line with set
• Identifying fraudulent/ suspicious activities on bank accounts
• Draft fraud Investigations in relation to: Credit card fraud, DMC transactions, Internet banking, Mobile banking, and Remote banking Fraud
• Collate data and generate ad-hoc reports to identify trends
• Data analytics
• Log and escalate data request to JIRA
• Investigate and draft fraud cases
• Provide feedback within SLA
• Managing daily Targets to ensure KPI qualifications month end
• Keep record or re-occurring queries
• Manage client communications
• Escalate to finance departments account that need to be credited
• Tracing of all funds reported missing on clients' accounts
• Interviewing branches and clients to reach final verdict of claims
• Monitor accounts reconciliation after fraud investigation
• Apply a variety of investigative tools and methodologies to support the investigation to determine root cause analysis
• Maintain relationships between the bank and the banking ombudsman
• Provide input on fraud matters to the legal team
• Drafting repudiation letters as requested by the banking ombudsman and clients
• Instructing the finance department on which account to debit and credit
• Using telephonic interviewing techniques, to determine risk
• Where fraud is confirmed block the channel to prevent further transactions and losses
• Reviewing legal documents provided to open stopped accounts.
• Conducted prompt and thorough investigations on referred files.
• Summarized all key information regarding investigation into detailed report for delivery to client.
• Analyzed large amounts of data to find patterns of fraud and anomalies.
• Coached and trained staff on fraud prevention techniques to increase awareness and reduce risk.
• Tracked fraud cases and monitored trends to develop strategies for prevention.

• Responding to queries via chats, emails, and telephony
• Running reports to Analyze common complaints and trends
• Corrections on clients' accounts Credit clients' accounts for cash that did not dispense, incorrect deposits
• Following up with customers to ensure full resolution of issues
• Providing technical assistance for questions and problems
• Follow up with resolvers on all open incidents
• Log Bank Serve queries and update feedback provided
• Prevent monetary loss by ensuring accurate calculations and capturing
• Ensure information is provided correctly to client
• Provide excellent service to the Capitec Bank clients, branch network by attending to telephonic/ written enquiries and complaints within the agreed service levels
• Funeral claim queries
• Funeral policies administration
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.

• Created plans and communicated deadlines to complete projects on time
• Collaborated with team members to achieve target results
• Completed paperwork, recognizing discrepancies, and promptly addressing for resolution
• Resolved problems, improved operations, and provided exceptional service
• Used coordination and planning skills to achieve results according to schedule
• Improved operations through consistent demanding work and dedication
• Used critical thinking to break down problems, evaluate solutions and make decisions
• Created spreadsheets using Microsoft Excel for daily, weekly, and monthly reporting
• Resolved conflicts and negotiated mutually beneficial agreements between parties
• Actively listened to customers, managed concerns quickly and escalated significant issues to supervisor
• Actively listened to customers' requests, confirming full understanding before addressing concerns.