Digital Commerce: Fraud and Risk Clerk

at  ShopriteX

QUALIFICATIONS AND EXPERIENCE

• Grade 12 / Matric - (essential)
• +1 years’ experience in a customer services environment or similar role – (essential).
• Strong proficiency in Microsoft Office 365, including SharePoint Online – (essential).
• Experience working with claims processes – desired).
• Experience in a retail / DCom environment – (desired).

OUR GROUP IS COMMITTED TO CREATING, EMBRACING, AND PRESERVING A DIVERSE WORKPLACE THAT VALUES THE UNIQUE TALENTS, PERSPECTIVES, BACKGROUNDS, AND ABILITIES THAT ENRICH OUR ORGANISATION. A PLACE WHERE EVERYONE MATTERS AND FEELS INCLUDED.

We are committed to Employment Equity when recruiting internally and externally.
Please take note that by responding to this application and providing your personal information, you confirm your express and informed consent for Shoprite Checkers (Pty) Ltd and all its subsidiaries and affiliates companies to process your personal information for the Company to consider your application for this position. All Personal Information which you provide to the Company will be used and/or retained only for the purposes for which it is collected, whereafter it will be permanently destroyed. Your information is only retained if it is required by law or where you have given consent to us to retain such information for an extended period.
If you don’t hear from us within 14 days, please consider your application unsuccessful. Any personal information collected as part of your application will be destroyed, securely, in accordance with South African legislation

ROLE PURPOSE

The purpose of the DCom Fraud and Risk Clerk role is to support delivery of the DCom commercial goals and objectives through the execution of claims investigations and related administration. The DCom Fraud and Risk Clerk plays an important role in reducing fraudulent claims by analysing claims reports and trends and contacting customers to investigate claims requests and assess potentially fraudulent activity. The role ensures that claims are thoroughly investigated, captured, and resolved in line with company standards and procedures. The role also supports with the processing and administration of manual credits. The DCom Fraud and Risk Clerk role is well suited to an individual with a keen eye for detail, strong communication skills and ability to engage with customers in a professional manner.

ROLE DESCRIPTION

• Assess claims reports and flag any discrepancies or claims requiring further investigation.
• Contact customers to further investigate claims requests.
• Assess feedback from customers and claim reports for any potentially fraudulent activity in line with company standards and procedures.
• Accurately document claim information.
• Escalate any fraudulent concerns as per escalation process.
• Feedback to customers on claims outcomes.
• Maintain a high degree of professionalism when engaging with customers particularly where difficult conversations or questions may arise.
• Ensure all service level goals are understood and achieved.
• Proactively seek ways to continuously improve the claims process and customer experience.
• Process and administer all assigned manual credits.