Payment and Fraud Analyst

We Are Innovators & Category Creators

Clickatell, founded in Cape Town in 2000, was the first company to connect businesses with consumers via SMS using just four lines of code. Today, it powers AI-driven chat commerce for leading global brands across industries like banking, retail, telecoms, and healthcare — including Visa, ABSA, MTN, Toyota, and Pick n Pay. Over 25 years, Clickatell has led multiple industry firsts, such as tokenized WhatsApp payments, KYC chat banking, and Chat-2-Pay, through its award-winning AI Chat Commerce Platform that enables brands to interact and transact with customers seamlessly

Purpose

The purpose of this role is to assist with certain daily tasks in managing the fraud and payment profile relating to payment gateways for the group as well as assisting the Payment Manager and FP&A team with reconciliations of transaction using Excel models. This role also includes assisting with monitoring and managing fraud across the business.

We Do The Right Things

Responsibilities of the Role:

Fraud Detection and Analysis: Payments

o    Fraud Checking and Support: Provide support in checking for and analyzing potential fraud across transactions, utilizing fraud detection tools and techniques.

o    System Alerts Response: Respond promptly to system alerts that indicate suspicious activity based on predefined scenarios.

o    Trend Analysis: Analyze trends related to fraud and auto-approval rates, enabling the identification and actioning of fraudulent activities.

o    Chargeback Management: Manage the number of chargebacks, analyzing trends in various countries and regions to detect patterns of fraudulent behaviour.

o    Support Fraud Prevention Initiatives: Assist the Fraud Manager in developing and implementing fraud prevention strategies, including the deployment of multi-factor authentication (MFA) and CAPTCHA systems.

o    Blacklist Maintenance: Help maintain and update blacklists of known fraudulent credit card numbers, sources, and high-risk accounts.

o    Manual Review: Perform manual reviews of flagged transactions and accounts, investigating any anomalies that automated systems may miss.

o    Assist with implementing preventative measures to prohibit fraudulent activities, including proposing new rule sets for payment gateways

Fraud Detection and Analysis: Other

o    Assist with defining overall corporate fraud framework and startegies for the monitoring and prevention of fraud across the business

o    Assist with defining preventative measures and monitoring of AIT (artificially inflated traffic) on the SMS platform

o    Assist in documenting all fraud aspects reported across all business divisions to end up with a proper fraud landscape for the business to drive fraud prevention activities

o    Conduct monthly audits on fraud prevention activities to ensure implemented processes are being adhered to.

Incident Response and Investigation:

o    Data Collection: Collect and organize detailed data related to fraud incidents, including transaction records, account information, and communication logs, to support investigations.

o    Investigation Support: Assist the Fraud Manager in investigating incidents of fraud, providing detailed reports and analysis to help resolve cases.

o    Customer Communication: Engage with customers to verify suspicious transactions, ensuring compliance with security protocols and providing support to resolve legitimate concerns.

o    Documentation: ensure proper documentation of each fraud incident including summary reports and action item / task tracking.

Reporting and Analysis:

o    Fraud Reporting: Generate regular reports on fraud trends, detection rates, and the effectiveness of fraud prevention measures, providing insights to the Fraud Manager.

o    Traffic Pattern Analysis: Investigate threshold based, traffic alerts for signs of AIT fraud, focusing on sudden spikes in message volumes or unusual usage patterns.

o    Data Analysis: Conduct detailed analysis of transaction data to identify emerging fraud patterns and recommend proactive measures to mitigate risks.

o    KPI Monitoring: Track key performance indicators (KPIs) related to fraud detection and prevention, ensuring that Clickatell’s fraud management goals are met.

o    Security Audit Assistance: Support the Fraud Manager in conducting security audits and implementing system hardening measures to protect against exploitation

We Are On A Learning Journey

Requirements of the Role

o     A minimum of 3 years’ online payment and fraud analyst experience 

o    Certified Fraud Examiner Certification

o    Knowledge of/and technical know-how of operating systems and Internet

o    IT diploma is an advantage

o    Advanced Excel skills

o    Power BI skills is an advantage

A Bit About You :

Behavioral competency requirements of a Highflyer:  

o    Team Player: Self-directed and dedicated team player who positively engages with the team to solve.  

o    Optimizing Processes: Optimally utilizes the tools and resources available to maximizes output. Conducts day-to-day operations using best practice to achieve effectiveness and accuracy. Continuously reviews and makes recommendations for process improvements. 

o    Expert Thinker: Equipped with specialist knowledge and makes recommendations that are practical, smart and ready to implement. Remains up-to-date in the industry and offers technical advice, and support to own team and others. 

o    Effective Problem-Solver: Resourceful, persistent, and creative when solving problems. Able to be analytical and follow a logical process to make decisions. Finds the balance between a good and quick decision through experience and knowledge. Able to present and explain thinking and the resulting decision. 

o    Connecting Collaboratively: Actively connects to bring cohesion and deliver excellence. Sees the value in working closely with different specialities and teams to ensure all operations are aligned to meet the required objectives. 

o    Maximizing Awareness: Recognizes emotions and how it affects behavior and relationships. Self-aware and picks up on emotional cues in situations. Self-manages and empowered to show initiative, follow through on commitments, and work well in a team. Listens, reflects, and responds effectively to constructive criticism. 

o    Enabling Strategy: Implements the action plans in order to produce practical outputs while considering the implication, and consequences for the organization and our customers. 

o    Action Orientated Mindset: Know-how to skilfully approach technical activities to deliver value. Eager to deliver new or improved solutions to drive the organization forward. Focused on what needs to be done and ensures follow-through on all commitments.  

o    Embracing Change: Invites change and stays focused and resilient, and chooses responses that are positive when feeling uncertain. Remains flexible, adaptable, and open to opportunities to be innovative. Uses failure as an opportunity to learn and grows. Thinks ahead, anticipates, and acts. 

o    Driving Delivery: Goal-oriented and monitors processes and systems to ensure tracking towards goals despite challenging and stressful situations. Sets high standards for quality and performance and provides metrics to show improvements as well as real-time variance for effective tracking. 

Why You Should Join

Perks of the Role

o   Healthcare, Retirement Fund and Risk benefit company contributions

o   Quarterly performance incentives

o   Reimbursable Communication allowances for internet and mobile phone bills

o   Half-day off on your birthday

o   5 personal days leave a year, over and above your annual leave

o   Remote Working (our offices are currently open for essential use only due to COVID-19)

o   Home office set-up with laptop, monitor, chair and UPS

Stronger Together

Clickatell is unequivocally committed to Diversity, Inclusion and Belonging.  We believe that we are stronger together and that sameness limits our thinking and our opportunities. You are welcome at Clickatell for who you are, no matter where you come from or what you choose to believe. Our platform is for everyone, and so is our workplace. But it isn’t just about a whole lot of different people working together all having their say – it is about us creating a place where we all feel that we belong. It’s in our differences that we will find the power to keep revolutionizing the way the world uses chat technology.