Job Description

Requisition Details & Talent Acquisition Contact

REQ: 138514
Talent Acquisition Consultant: Lerato Sithole
Location: 135 Rivonia Road, Sandton, Johannesburg
Closing Date: 27 March 2025

Job Family

Risk, Audit and Compliance

Career Stream

Forensics

Leadership Pipeline

Manage Self: Operational

Job Purpose

To register risk events; thereby ensuring that risks are recorded; investigated; actioned and reported in terms of Nedbank Group Risk Management Policies.

Job Responsibilities

Contribute to a culture of transformation by participating in Nedbank culture-building initiatives, business strategy, and CSI. Accurately interpret and analyse incoming risk incident reports, prioritizing important/urgent matters without compromising quality, and meticulously actioning these items while working under pressure and within tight timelines. Address all call-related inquiries on fraud-reported matters, aiming for first-call resolution whenever possible including blocking of all reported accounts within standard time frames Refer to Legal wherever necessary. Manage and prevent potential operational losses by adhering to processes and procedures. Identify and recommend opportunities to enhance processes, systems, and policies, and support the implementation of new processes, policies, methodologies, and systems Determine the completeness of reported risk events. Comply with risk standards, quality requirements, and policies. Liaise with stakeholders to fully understand and meet expectations and/or requirements through electronic communication, providing feedback to management and stakeholders. Improve customer service delivery by resolving email as well telephonic complaints/escalations promptly. Ensure a response is provided to escalation emails within 24 hours. Ensure all calls with external stakeholders are answered within SLA. Meet desk service levels with no abandoned calls. Adhere to log-in/log-out requirements related to shifts. Build and maintain mutually beneficial relationships by interacting with stakeholders within Group Financial Crime, Forensics, and Security (GFCFS). Meet and exceed internal and external client needs by promptly responding to queries and actioning requests within the Service Level Agreement (SLA). Understand and embrace the Nedbank vision and demonstrate the values through interaction with the team and stakeholders. Ensure personal growth and enable effectiveness in performance of roles and responsibilities by completing all learning activities, practicing experience, and obtaining/maintaining certifications within specified time frames. Maintain knowledge management and improve team success by sharing knowledge with the team.

Essential Qualification- NQF Level

Matric NQF 6 or related Tertiary qualification. Preferred Qualification
Diploma in Criminal Justice and Forensic investigation and tertiary qualification. Essential Certifications
Minimum Experience Level
2-3 years' experience in banking and/or operational back-office environment in a financial institution

Type of Exposure

Ability to communicate effectively via all channels of communication i.e. email, phone. Time management Conflict resolution Completing various administrative duties including answering phones. Working with clients to solve client problems across all Products Fraud related Building and maintaining effective relationships Team collaboration and knowledge sharing Managing customer expectations and client experience Managing stakeholder expectations Comparing two or more sets of information and working with a group to identify alternative solutions to a problem, Interacting with diverse people Working in a fast-paced environment, methodical and with preciseness Managing conflict situations Providing feedback to management by preparing event synopsis as and when required Capturing data Interacting with regulatory and industry bodies

Technical / Professional Knowledge

Administrative procedures and systems Banking procedures Branch processes and procedures Client service principles Filing techniques Governance, Risk and Controls Relevant regulatory knowledge Relevant software and systems knowledge Business writing skills

Behavioural Competencies

Managing Work Decision Making Effective communication Quality Orientation Collaborating Driving for results Maintaining high performance Teamwork Work standards Planning, Organizing, and prioritizing.

Disclaimer

Preference will be given to candidates from the underrepresented groups

Please contact the Nedbank Recruiting Team at +27 860 555 566



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Please contact the Nedbank Recruiting Team at +27 860 555 566