Siphelele Mhlongo
Team Leader Fraud Detections And Disputes
Kempton Park
Summary
I am a results-driven recent university graduate (Bachelor of Arts in forensic science and technology) from UNISA. During my academic career, I also managed to accrue nearly 12 years of work experience. I had the privilege of working for Standard Bank in different fraud roles, where I learned valuable professional skills such as leadership, investigation, interviewing, interrogation, communication and report writing to name a few. In both my academic and professional life, I have been consistently praised as detail-oriented by my seniors and peers. Whether working on academic, extracurricular, or professional projects, I apply proven analytical, critical thinking and communication skills, which I hope to leverage into the next position. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
15
15
years of professional experience
9
9
years of post-secondary education
Work History
Fraud Detection and Disputes Team Leader
Standard Bank
12.2022 - Current
- Consolidate, trend and track staff performance on data entry, interpretation and analytics at pre-defined time periods to manage and coach staff on data management, in adherence to relevant data policies
- Oversee staff outputs and management information system statistics to assess individual performance and provide guidance on improving performance and customer service quality
- Drive a leadership culture with a customer-centric perspective through , managing and coaching staff in order to provide the highest levels of customer-service
- Lead the Fraud and Disputes Analysts by creating a high-performance team through encouraging inclusivity and transparency through, inter alia, setting team goals, managing performance, and developing and motivating the team to enable a culture of accountability and excellence
- Report fraudulent occurrences to the relevant persons, bodies or entities to ensure quality data is stored and partner with them to develop reliable mitigating solutions for such occurrences
- Ensure that all queries and issues are addressed and resolved in line with relevant processes, procedures and regulatory requirements, and at all time in compliance with the scope of the Service
- Legal Agreement (SLA)
- Conduct root cause analysis on escalated matters, by obtaining appropriate documented evidence, which is documented to determine potential risk and exposure for resolution, to prevent any occurrences from the client, bank and any other entity's perspective
- Report all identified matters to relevant internal and external bodies in line with regulatory and legislative requirements in order to mitigate any compliance breaches that may occur
- Interrogate and report any deficiencies identified within analytical reports to ensure comprehensive adherence to operative legislation and regulations
- Monitor and evaluate subordinates performance and compliance to bank specified policies and relevant regulatory requirements when handling any fraud and dispute matters.
Insurance Fraud Investigator
Standard Bank
11.2019 - 11.2022
- Investigation of funeral fraud cases
- Extract information from systems that is relevant, accurate and reliable to the case allocated for e.g.: Statements [SBIS/SAP/BDS] Demographics [SBIS/SAP/BDS/MAVEN/SAPPHIRE] Online Searches Credit Bureaux’s File Net
- Obtain original documents required for the investigation of the cases
- Conducting preliminary investigations to provide investigators with direction on where to focus their investigation
- Profile individuals and business identified as subject of investigations
- Identify further relationships between subjects and suspects using available data and systems
- Tracing of transactions passing through accounts, analysing data obtained in order to have a clear view/ understanding of subject’s account/s activities and account behaviour
- Capturing of case or fraudster information on IFDB, RMP and SAFPS
- Assessment of referrals made to the Investigation Support team and the actioning of the appropriate referrals
- The referrals that do not meet the Investigations Support criteria must be channelled and referred to the responsible person or team
- Record daily stats for all referrals worked and update appropriate tracking sheet
- Central region team members to monitor the Insurance Fraud mailboxes to ensure that matter referred are actioned timeously
- Engage with external stakeholders (e.g
- Agent Banks, SABRIC, SAICB, SAPS, external vendors) to obtain intelligence-based information that can be used to lawfully build the case
- Adhere to laid down procedures and policies in line with the Bank’s requirements
- Deliver exceptional customer service to our investigation team members and other business units
- Identify and escalate adverse trends affecting the bank
- Assist the management team in analyzing transactions and procedures with a view to implementing additional controls to reduce Losses to the Bank
- Support the recovery process and instruction to external vendors in liaison
Loss Control Investigator
Standard Bank
Johannesburg
07.2011 - 10.2019
- Support Loss Control Management with the balancing of branch Accounting suspense accounts, credit outstanding books
- Assist with the putting together of the reconciliation of Accruals
- Resolve all queries and complaints from the vendors
- Action audit findings
- Reconcile all suspense accounts, daily monitoring and investigation of irregular entries
- Ensure all compliance training to be completed by the due date
- Ensure entries processed are routed to the correct cost centres
- Managing and controlling of the assets register for the department
- Planning and analyzing projects to ensure alignment with the department budget for the year
- Conduct an in‑depth preliminary investigation on each case/claim received where the Banks liability and integrity is at stake by identifying the investigative process from systems that is relevant, accurate and reliable to the case allocated
- Investigate and analyse red flags to determine the likelihood of potential financial crime or branch negligence which could result in potential reputational risk and financial loss to the Bank
- Review, investigate and resolve irregular transactions reported by stakeholders and customers to provide support to the various business units relevant to the investigation of claims
- Mitigate risk to the bank by identifying the root cause of the loss
- Ensure that all investigation of fraud or operational incident remains within the defined SLA to demonstrate a strong customer focus by ensuring the customer is always well informed on the case developments
- Review cases from the Ombudsman and liaise with the Forensic department when the need arises
- Identify control gaps on processes and issue recommendations
Digital Fraud Investigator
Standard Bank
Johannesburg
09.2010 - 06.2011
- Accurately and timeously adopt referrals on a daily basis and start all cases
- Provide outcomes to the various business units relevant to the investigation of fraudulent transactions
- Maintain a customer centric focus throughout addressing the needs of customers and business units
- Identify and report suspicious an unusual transactions to the ʻMoney Laundering Control
- Ensure that the bankʼs responsibility is met by submitting cases for lodging to Internal
- Ensures that all new service requests (queries and complaints) are logged correctly, as either a “first contact resolution” or “non first contact resolution” as appropriate
- Ensures that service requests in personal worklist are actioned within agreed timelines
- Provides customers with feedback on reclassification of Service Requests, outstanding documentation and telephonic resolution feedback according to customer relationship standards., Ensures accurate capture, updates or amendments of customer information and history notes
- Deliver exceptional customer service to customers and business units
- Timeously lodging of identified fraud onto the SAFPS database pertinent to online and transactional fraud where applicable
- Identify and escalate adverse trends affecting the bank
- Use operational levels and limits of authority to secure funds in Credits Outstanding in a responsible manner and in compliance with the written policies, rules, routine instructions and procedures
- Obtaining correct documentation to enable indemnityʼs issuing.
Consultant
MTN
09.2008 - 04.2010
- Answer in coming calls from customers and dealers
- Log all calls
- Handling confidential information whether the company’s and or the clients i.e
- I’d numbers, CVV numbers etc
- Load products and services on the billing system and on the network
- Siphelele Mhlongo - page 3
- Resolve queries relating to handset, network, products and services and account enquiries
- Resolve debit order related enquiries and make payment arrangements when necessary
- Refer billing, banking, and legal queries to correct service providers
- Blacklisting of stolen handsets
- Process sim swaps
- Migrating clients to packages that suite their financial standards
- Receive faxes from clients and dealers and provide feedback once issue is resolved
- Liaise with other Service providers should the client have subscriptions they are not aware of
- Investigate cases when the client has been defrauded and is not aware of the contract
- Follow up on the matters that have not been resolved within the given SLA
- Liaise with credit bureau and ITC to get the client cleared should he/she settle the account
- Educate and advise clients on new products
Education
Bachelor of Arts - Forensic Science and Technology, Law
University of South Africa
Pretoria 01.2018 - 05.2022
Certificate - Economic And Management Science
University of South Africa
Pretoria 01.2015 - 06.2016
Certificate in Electronic Fault Finding Techniques - Electrical Engineering
Berea Tech
Durban 01.2006 - 12.2006
Certificate - Contact Centre Support
Learnership (MTN)
Fairland 04.2009 - 02.2010
High School Diploma -
Ntabantuzuma High School
Eshowe (KZN) 01.2003 - 12.2004
Skills
Leadership and team building
Additional Information
Reference
Mirriam Thubela mirriam.thubela@standardbank.co.za
Gail Dickens Gail.dickens@standardbank.co.za
Nosandi Madikizela Nosandi.madikizela@standardbank.co.za
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Fraud Detection and Disputes Team Leader
Standard Bank
12.2022 - Current
Insurance Fraud Investigator
Standard Bank
11.2019 - 11.2022
Bachelor of Arts - Forensic Science and Technology, Law
University of South Africa
01.2018 - 05.2022
Certificate - Economic And Management Science
University of South Africa
01.2015 - 06.2016
Loss Control Investigator
Standard Bank
07.2011 - 10.2019
Digital Fraud Investigator
Standard Bank
09.2010 - 06.2011
Certificate - Contact Centre Support
Learnership (MTN)
04.2009 - 02.2010
Consultant
MTN
09.2008 - 04.2010
Certificate in Electronic Fault Finding Techniques - Electrical Engineering
Berea Tech
01.2006 - 12.2006
High School Diploma -
Ntabantuzuma High School
01.2003 - 12.2004
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