Customer Engagement - Fraud Analyst

Are you ready to take on a critical role in fraud detection and prevention? We’re looking for a Junior Fraud Analyst (customer engagement) to join our fraud team in Kenya.

This is a customer service-focused position where 80% of your time will be spent speaking directly with customers and gathering crucial information to combat fraud.

This role isn’t for a data scientist but for a proactive communicator who will engage with customers over the phone, ensuring that issues are understood, escalated when necessary, and resolved efficiently. You’ll also play a key part in analyzing and documenting the data you collect during your calls to provide actionable insights.

What's exciting about this role?

Imagine being at the forefront of fraud prevention, where your customer interactions directly shape our strategies and protect our business. You’ll have the chance to:
• Engage directly with customers, providing them with excellent service while collecting valuable information.
• Collaborate with our global fraud team and contribute to decision-making processes.
• Work with tools like Excel, Notion, Looker, and SQL to track and document cases.

What You'll Do:
• Handle Customer Interactions: Speak directly with customers to gather details related to fraud cases, ensuring thorough follow-up and timely escalation when needed.
• Process Fraud Tickets: Handle all fraud tickets from Freshdesk with accuracy and attention to detail.
• Identify and Escalate Leads: Identify potential fraud leads and escalate them as needed.
• Document and Report: Accurately document fraud cases on our SharePoint tracker, providing clear visibility to management.
• Sanction Misconduct: Enforce our Fraud Risk Management Policy by sanctioning sales force members for misconduct and referring them to HR for disciplinary action.
• Conduct Audits: Perform sales KYC fidelity audits and provide weekly reports, flagging any issues to stakeholders.
• Analyze Data: Provide analysis and reports on the prevalence of fraud, maintaining high standards of data quality.
• Daily and Monthly Reporting: Send daily reports on ticket resolutions and audits, and prepare monthly plans for field investigations.
• Monitor Performance: Keep an eye on sales agents' performance regarding credit metrics and fraud indicators.
• Respond to Inquiries: Address all fraud inquiries and leads within stipulated timelines.
• Support Case Closure: Help the team close all fraud cases within required timelines.
• Collaborate: Work with other departments to execute initiatives that reduce risk and improve accountability.

Expertise:
• Experience engaging with customers in person or via phone
• We’re looking for candidates with a blend of technical skills, practical experience, and a passion for fraud detection.
• Experience with tools like Excel and SQL.
• Excellent communication and presentation skills.
• At least one year of work experience in a similar or related role is preferred, but we're also open to recent graduates who are quick learners and highly motivated.

Our hiring process is as much about us selling to you as the other way round-the interview process will be as follows:
• Take home assessment - A deep dive into the role dynamics.
• Recruiter call 30 mins - an introduction to the process and M-KOPA.
• Hiring Team call 30 mins - High level introductions with the Fraud team.
• Stakeholder interview 60 mins - This is where most of the magic happens.

Why M-KOPA?

At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility.

Join us in shaping the future of M-KOPA as we grow together. Explore more at m-kopa.com.

Recognized thrice by the Financial Times as one Africa's fastest growing company (2022, 2023 and 2024) and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 5 million customers, unlocking $1.5 billion in cumulative credit for the unbanked across Africa.

M-KOPA, as a policy, does not collect/charge any money as a pre-employment or post-employment requirement. This means that we never ask for ‘recruitment fees’, ‘processing fees’, ‘interview fees’ or any other kind of money in exchange for offer letters or interviews at any time during the hiring process.

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