E-Channel Fraud Monitoring Officer (Gl6) - Forensic Services
Listing reference: capbw_003187
Listing status: Online
Apply by: 21 April 2026
Position summary
Industry: Banking
Job category: Banking, Finance, Insurance. Stockbroking
Location: Windhoek
Contract: Permanent
EE position: No
Introduction
A Fraud Monitoring Agent is responsible for identifying and preventing financial crime by monitoring real-time transaction queues. The role requires attention to detail and working rotating shifts, including nights, weekends, and public holidays. Agents investigate suspicious activity across electronic banking channels, respond promptly to minimize losses, engage with clients to verify transactions, and promote secure digital banking practices.
Job description
1. Real-Time Monitoring & Fraud Detection
- Conduct thorough reviews of high-risk alerts generated by fraud detection systems (e.g., Feedzai, ACI or NICE Actimize) across multiple channels (Card, Wire, P2P).
- Analyse customer behaviour to identify unusual patterns, trends, and anomalies.
- Investigate flagged transactions and take appropriate action in line with established internal procedures.
- Promptly escalate cases determined to be confirmed or at high-risk of fraud.
2. Fraud Investigation & Client Engagement
- Reach out to customers via phone, email, or SMS to verify suspicious to verify suspicious activity while maintaining a professional and supportive tone.
- Make real-time "Go/No-Go" decisions on pending transactions to mitigate loss while minimising customer friction.
- Block or restrict accounts/cards where fraud is suspected.
- Handle escalated calls regarding blocked accounts or declined transactions.
- Maintain accurate records of investigations and actions taken.
- Ensure all cases are handled within agreed turnaround times.
3. Reporting & Administration
- Compile daily, weekly, and monthly fraud reports.
- Provide statistics on fraud trends, transaction behaviour, and risk exposure.
- Process card scheme alerts, including VISA and Mastercard compromised account notifications.
- Maintain proper documentation in compliance with audit and regulatory standards.
4. Fraud Prevention & Awareness
- Educate customers on safe usage of electronic banking channels.
- Provide feedback on emerging fraud trends and vulnerabilities.
- Support internal awareness initiatives to reduce fraud incidents.
5. Customer Service Excellence
- Deliver professional and timely support to customers, branches, and internal stakeholders.
- Handle sensitive situations with confidentiality and empathy.
- Ensure a high standard of service in all client interactions.
6. Innovation & Continuous Improvement
- Recommend improvements to fraud monitoring systems and processes.
- Contribute to the enhancement of fraud detection strategies.
- Stay updated on new fraud tactics and digital banking risks.
7. General Responsibilities
- Perform any other reasonable and lawful duties as assigned.
- Adhere to internal policies, procedures, and compliance requirements.
- Maintain confidentiality and integrity at all times.
Minimum requirements
Experience & Skills Requirements
- Minimum 2 years’ experience in an electronic banking or fraud monitoring environment.
- Knowledge of banking systems, processes, and digital channels.
- Proficiency in Microsoft Excel and Word.
- Understanding of card scheme rules (VISA/Mastercard) is an advantage.
Minimum Qualifications
- Diploma or Degree in Banking, Finance, Accounting, Risk Management, Criminal Justice or related field.
- Relevant banking, finance, or risk-related certification will be an advantage.