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Fraud Analyst
M-KOPAJob description
1. JOB PURPOSE
Ensure accurate processing of all fraud raised issues and proper documentation of all fraud leads in a timely manner to meet SLAs
2. KEY JOB FUNCTIONS (Main activities undertaken by the jobholder and reflective of the most important features of the job)
- Develop and maintain policies and processes to discover, diagnose and address fraudulent activities related to M-KOPA products or sales.
- Proactively monitor fraud analytics dashboards and trends, to uncover possible fraud prevalence increases and possible cases warranting investigation.
- Regularly monitor sales agent performance with regard to credit metrics and fraud indicators and carry out disciplinary investigations and measures as per fraud policies.
- Regularly participate in online and in-person forums to monitor instances of fraud.
- Respond to all fraud inquiries and leads provided within stipulated timelines.
- Conduct due diligence, process all fraud tickets from Freshdesk with complete accuracy.
- Document and track all fraud tickets on fraud SharePoint list correct data and maintain a high standard of data quality, controls and comprehensiveness with regard to all recorded data.
- Conduct recorded investigations over the phone by interrogating suspects and the claimant to determine the legitimacy of the fraud allegations.
- Support the team on the closure of all fraud cases within stipulated timelines.
- Report regularly and clearly on fraud and sales team discipline trends.
- Support the fraud analyst and fraud manager in effecting DSR suspensions and act as a link with the sales team on sales team discipline.
3. ORGANISATIONAL STRUCTURE
This position reports to the Credit Manager
4. EXPERIENCE/ SKILLS & COMPETENCIES/ LICENCES & CERTIFICATIONS/ EDUCATION REQUIRED (Minimum level of experience, skills and competencies, licenses & certifications, and education required to perform effectively in the role)
- Certification in a fraud-related discipline, such as Certified Fraud Examiner (CFE).
- Knowledgeable in identifying indicators of fraud through data mining and analytical exercises.
- Interpersonal skills to effectively communicate with and manage business expectations with key stakeholders.
- A positive, learning-oriented attitude and capacity for self-empowerment
- Two years’ work experience in a professional role
- Proficiency in Excel, PowerPoint, Word, and understanding of statistics and quantitative methods
About M-KOPA
At M-KOPA, our aim is to increase access to life-improving technologies at huge scale. We do this through an innovative credit model – pay-as-you-go asset financing – of which M-KOPA was an early global pioneer. With offices in Nairobi, Kampala, Lagos, and London, M-KOPA serves over 1 million low-income households in Sub-Saharan Africa. Since its commercial launch in 2012, M-KOPA has made its name in off-grid solar power, providing customers with solar panels and solar-powered lights, televisions, radios, fridges, and more – this is often our customers' first access to electricity.
M-KOPA's affordable credit model can also be applied to assets beyond off-grid solar power, and in 2019, we began providing credit for smartphones, which enables our customers to move from feature phones to smartphones and improve their connectivity, communication, and information access. Today, smartphone financing is a rapidly growing business line – with enormous opportunities for innovation and increasing our customer impact.
M-KOPA currently employs over 1,000 full-time staff across its operating countries. We value progress, innovation, pragmatism, collaboration, and – most of all – our customers. We have been well recognised for our pioneering business model and scale.
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