Risk Event Administrator

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

Career Stream

Leadership Pipeline

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

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