1 day ago
Supports the Fraud Management team in minimising the financial losses and negative customer experience associated with those fraudulent attacks directed against Vodafone, our customers and our MVNO partners. What will I be doing? Identifies potential instances of fraud and systems exploit by monitoring the output of the Fixed and Mobile Fraud Management Systems, or by processing fraud referrals from other business areas. Conducts a detailed analysis of such instances in order to confirm fraud Uses analytical techniques to establish links between individual instances of confirmed fraud in order to uncover organised fraud groups. Ensures the escalation of complex issues and incidents in excess of agreed financial values within the team. Identifies emerging themes in fraudulent activity and raises awareness within the team Provides high quality case management and analytic support to meet the needs of the Corporate Security department Undertakes ad hoc analysis to understand and interpret other fraud types, both internal and external to the company Manages customer queries and complaints by phone, email or from the Vodafone web site Liaises with other CIFAS members to share information within guidelines Provides a high standard of response to fraud and security related queries from both internal and external customers. Identifies process issues and proposes solutions Reviews disputes raised from Breach of Process reports delivered to Vodafone business teams tests new systems being implemented to find if they meet the requirements of the fraud team, highlighting any gaps through agreed process. Cross trains other team members on new systems. Tests new pro-active reports created in the Fraud Management system for accuracy prior to official launch. Takes a lead in maintaining specific Fraud Monitoring team processes, documentation is maintained and reflects current working practices. Shows willingness to visit other UK based sites on occasional basis to support Corporate Security activities. Provides regular KPI reports within required timescales Considers impact on fraud victim in all activities and identifies opportunities to improve the service received by the fraud victim. Loads details of fraud victims into the UK Fraud Agency, CIFAS system. Who are we looking for?
Must have technical / professional qualifications: Experience in developing, documenting, communicating and training out new processes. Ability to communicate clearly (both written and verbally) and at a level appropriate to the intended audience Proficient in Microsoft Office A broad understanding of mobile and fixed telephony networks and Vodafone products and services (desirable) Proficient in Oracle/Teradata SQL (desirable) Experience in a commercial fraud detection environment (desirable) What's in it for you?