Location
Kampala, Arua, Mubende, Kyenjojo, Fort Portal, Nebbi, Masindi, Kabalagala
Are you passionate about delivering exceptional customer service while playing a vital role in protecting our business and customers? We are seeking a Customer Care Analyst to join our Fraud Operations Team, where you’ll support the identification and resolution of fraud-related issues while providing top-notch assistance to our customers.
This role offers an exciting opportunity to work in a fast-paced environment focused on customer care and fraud prevention. You’ll collaborate with cross-functional teams to ensure our customers receive the best support while helping to safeguard the integrity of our operations.
In this role, your responsibilities would include:
Fraud-Related Customer Support
- Respond to customer inquiries related to potential fraud cases, ensuring timely and accurate resolutions.
- Process and document all fraud-related tickets and leads within agreed SLAs, maintaining excellent data quality.
- Conduct phone interviews with customers, agents, or other parties involved in suspected fraud cases, documenting findings thoroughly.
Fraud Monitoring and Investigation
- Monitor fraud dashboards to identify potential fraud risks and escalate cases for investigation.
- Assist in analyzing trends from customer interactions to provide insights into emerging fraud patterns.
- Collaborate with the Fraud and Operations teams to ensure prompt action is taken on identified risks.
Team Collaboration and Accountability
- Partner with sales and operational teams to implement fraud prevention policies.
- Provide feedback and support for disciplinary actions in cases of policy violations.
- Contribute to team discussions on improving fraud prevention processes and customer care strategies.
Reporting and Documentation
- Maintain up-to-date records of fraud-related issues in designated systems like SharePoint.
- Assist in preparing reports on fraud trends and resolutions for internal stakeholders.
This is an fully remote role and you will be working alongside a diverse group of team members based in locations such as the UK, Europe, and Africa.
To be successful in this role, we would expect that you have experience/evidence of the following:
- Strong customer service skills, with the ability to handle sensitive situations empathetically and professionally.
- Proficiency in tools like Excel, Word, and PowerPoint, with a knack for maintaining accurate records.
- A keen eye for detail and the ability to identify patterns or risks in customer interactions.
- Exceptional communication skills, both verbal and written, to engage with customers and teams effectively.
- A proactive, solution-oriented mindset and a desire to grow and learn in a dynamic environment.
- A minimum of two years’ experience in a professional role, preferably in customer service.
Join our Fraud Team and be part of an exciting journey to deliver exceptional care while safeguarding our customers and business.
