Fraud Investigator

Overall Purpose of the Role: The Fraud Investigator (Back Office) is responsible for detecting, investigating, and resolving suspected fraudulent activities across GOTyme Bank's banking channels. This role focuses on post-transaction analysis, case management, evidence gathering, and collaboration with internal stakeholders to mitigate financial losses and enhance fraud prevention controls.

The ideal candidate combines strong analytical capability with sound judgement and an understanding of banking fraud typologies within the South African market and ability to adapt to new modus operandi.

Requirements Required Qualifications and Experience:

• Experience with fraud prevention and suspicious transaction monitoring systems including VRM
• 2+ years' experience in banking, data analysis, and/or risk management
• Knowledge of banking industry, regulations and financial crime
• Strong communication skills (verbal and written) to convey ideas clearly
• Collaborative team player with experience working cross-functionally
• Exceptional attention to detail and quality control
• Adaptable, resilient and able to prioritize effectively in fast-paced environments
• Able to work under pressure and meet deadline

Technical Skills

• Strong analytical and investigative skills
• Ability to interpret transactional and behavioural data
• Proficiency in case management systems
• Good working knowledge of Microsoft Excel and reporting tools
• Understanding of digital banking ecosystems

Behavioural Competencies

• High attention to detail
• Sound judgement and decision-making ability
• Integrity and confidentiality
• Strong written documentation skills
• Ability to work in a structured, process-driven environment
• Resilient under pressure and able to manage high case volumes
• Accuracy and quality of investigations
• Fraud loss mitigation contribution

Qualifications Required:

• Matric
• Relevant diplomas, certificates or completed training courses in Fraud Risk Management

Key Responsibilities: Fraud Investigation & Case Management

• Investigate suspected fraud cases across accounts, cards, digital channels, wallets, EFT, onboarding, and other banking channels
• Review transaction patterns, customer profiles, device intelligence, and behavioural indicators
• Conduct detailed case analysis and document findings in line with internal policies and regulatory requirements
• Make risk-based decisions on account restrictions, closures, or escalations
• Manage case queues within agreed SLAs and productivity targets
• Process payments for case refunds and facilitate the repatriation of funds to agent banks and third parties in accordance with established procedures and controls
• Prepare formal letters for liability outcomes and respond to requests from customers and external parties in line with established procedures and communication standards
• Complete compliance reporting for card fraud, IFDB listings, and SAFPS listings in line with industry protocols.

Fraud Detection & Monitoring

• Analyse alerts generated by fraud monitoring systems
• Identify emerging fraud patterns and escalate new typologies to Fraud Strategy teams
• Recommend rule enhancements or control improvements based on investigation findings

Customer & Stakeholder Collaboration

• Liaise with Customer Support teams for information gathering where required
• Engage with customers (telephonically and in person) in a professional manner to verify activities, gather supporting information or provide resolution to case
• Collaborate with internal and external stakeholders to expedite investigations, repatriations, and customer resolutions.
• Loss Mitigation & Recovery
• Identify opportunities to prevent or recover potential financial losses
• Assist with chargeback processing where applicable
• Support reporting and recovery tracking processes

Regulatory & Compliance Ensure all investigations align with: (not limited to)

• South African regulatory requirements
• POPIA and data privacy standards
• Internal risk and fraud governance frameworks
• South African Fraud Prevention Services
• TCF
• Maintain audit-ready case documentation at all times

Reporting & Insights

• Contribute to fraud reporting and management information
• Highlight trends, system gaps, and process weaknesses
• Participate in continuous improvement initiatives