Verification Agent

Purpose of the Job

The Verification Agent is responsible for identifying, assessing, and escalating potential fraud risks to protect the organisation from financial loss and operational exposure. The role ensures accurate monitoring of transactions, timely reporting of suspicious activity, and effective blocking or reinstatement of affected accounts. By maintaining precise records, using multiple fraud-detection systems, and recognising emerging fraud patterns, the Verification Agent supports the integrity of customer information, strengthens fraud-prevention processes, and contributes to a secure and well-controlled operating environment

Job Objectives

• Report early signs of fraud to ensure risks are identified quickly and escalated to prevent financial loss or further exposure.
• Flag all fraud-related transactions for interval-based reports, keeping information accurate and up to date so management has a clear view of emerging risks.
• Blacklist credit cards or block financial services accounts involved in fraudulent activity to prevent further misuse and reduce repeat offences.
• Alert management on new fraud trends or updates, ensuring timely communication that supports quick decision-making.
• Reinstate fraudulent accounts once verification checks and investigations are completed, maintaining accurate records and service continuity.
• Complete all administrative tasks related to fraud reporting, including capturing information, updating system records, and documenting actions taken.
• Ensure all information communicated or captured is accurate, supporting data integrity and effective fraud-management processes.
• Interpret and use all relevant systems and reports across the Computicket and Shoprite platforms, applying insights to identify and prevent fraudulent activity.
• Work on Freshdesk, Helix, and Eccentric to manage cases, track activity, and support both internal workflows and customer-related fraud queries.
• Identify fraud indicators by recognising unusual patterns, inconsistencies, or behaviours and taking appropriate steps to address them.

Qualifications

Grade 12 (Matric) - (essential).

Experience

1 years' experience as a call centre agent or similar role - (essential). Experience working on Freshdesk, Helix, and Eccentric - (preferred).

Knowledge and Skills

Proficient in Microsoft Suite - (essential). Good understand of Customer and Compliance needs - (essential).