Function: Customer Operations ZA
Reports to: Head of Customer Operations
Role Purpose: The COA will be responsible for developing and refining risk strategies pertainin
to Fraud, Collections and Arrears Management for the South African operations. The COA will engage with stakeholders to effectively implement risk stratgies to protect the company, and its customers, interests.
Key Accountabilities
- Arrears Management
- Collaborates with stakeholders to formulate collections strategy, champion/challenger testing and improve performance of the arrears portfolio.
- Monitoring of collections activities including NAEDO performance, Vendor performance, Campaigns, and Control Self Assessments across all collections tiers.
- Interprets and communicates results of operations performance on a monthly basis and identifies solutions in threats and opportunities.
- Develop new policies and procedures aligned with business change, operational requirements, legal requirements, actively seeks improvements in effectiveness and efficiency of collections operations
- Fraud:
- Investigating suspicious activities on credit applications and disbursed loans that could potentially include fraud
- Researching criminal fraud methods and tools, tracking financial data, creating reports, identifying and investigating possible fraudulent activities, and developing techniques and tools useful in the prevention of fraud
- Develop an Industry network to mobilize fraud prevention and prosecution efforts
- On determined fraud cases work Fraud Investigators and law enforcement officials to ensure successful prosecution of perpetrators
Qualifications and Experience
- Tertiary Qualification in Business Analytics, Quantitative, Engineering, or Statistical fields preferred
- Two (2) or more years’ experience in data intensive industries such as banking, insurance, financial services, or consumer lending.
- Two (2) or more years’ experience using SAS, SQL or SSRS
- Background in risk management and customer management analytics including financial modeling and strategy optimization preferred
- Must have strong presentation skills; knowledgeable in Microsoft PowerPoint
- Proficient in the following: Project management, analytical and problem solving skills
- PC skills including wide variety of software packages (i.e., word processing, spreadsheet and database) - strong emphasis on analytical software including Excel, SAS, and SQL
- Verbal and written communication
SA Citizens only.
