Fraud Monitoring Agent (Payment Gateway/Fintech/Credit Card)

Our client is seeking an analytical, detail-oriented Fraud Monitoring Agent to review transaction alerts, identify suspicious payment activity and support card fraud investigations and dispute administration across its payment gateway. The role helps protect our client and its merchants from fraud and avoidable chargeback losses, working within approved procedures and authority limits.
  
We are looking for someone who combines analytical curiosity with careful attention to detail and a flexible, practical approach. The ideal candidate communicates clearly, remains professional under pressure and works collaboratively to assess suspicious activity and improve fraud detection. 

Success requires ownership of assigned cases, accurate record keeping and sound judgement within approved procedures. You should welcome feedback, raise concerns and delays early, seek guidance when needed and adapt to changing priorities while maintaining confidentiality and control standards.
 

Job Type: Fulltime | Permanent

Workspace: Onsite

Location: Cape Town

Report: Risk and Fraud Team Leader
 

Requirements

• National Senior Certificate and a completed or in-progress certificate, diploma or degree in risk management, fraud examination, finance, accounting, business administration, law, criminology, economics, data analytics or a related field.
• 0–4 years’ experience in fraud, risk, disputes, payments, banking, a technical contact centre or technical merchant support environment.
• Relevant graduates and first-time entrants may be considered, depending on their course of study or qualification. Candidates moving from a support desk are also encouraged to apply.
• A completed relevant diploma or degree is preferred. Exposure to cards, e-commerce, fintech or another regulated environment is advantageous.
• An entry-level fraud, card payments or disputes certification, or willingness to complete one within the first year, is preferred.
• Intermediate Microsoft Excel skills, including filtering, sorting, lookups and pivot tables.
• Familiarity with fraud monitoring tools, case systems, dispute portals and transaction platforms is valuable.
• Availability for agreed shift, weekend, public holiday or standby cover.
• Appointment is subject to criminal, credit and qualification verification and the applicable vetting standards.
    
   

Responsibilities

• Review assigned fraud alerts and transaction reports within agreed service levels, identifying suspicious activity such as card testing, repeated payment attempts and unusual transaction patterns.
• Complete approved initial checks, take authorised action and promptly escalate complex cases or suspected merchant involvement to the Risk and Fraud Agent or Team Leader.
• Gather transaction, device, authentication and account information to support fraud investigations, recording factual findings and clear reasons for actions taken.
• Register chargebacks and information requests, track card scheme deadlines, request merchant evidence and prepare complete dispute packs for review and submission.
• Monitor merchant fraud and chargeback ratios against approved thresholds and flag concerns to the Team Leader on the same working day.
• Provide clear, authorised case updates and evidence requests to merchants and relevant internal and external stakeholders, maintaining confidentiality.
• Maintain accurate case records and reporting inputs, and identify recurring fraud patterns, false positives and gaps in procedures for team review.
• Handle personal information and card data securely, follow approved controls and complete mandatory training within the required timeframes.
    
   

Payments knowledge and technical skills

• Working understanding of the card payment lifecycle and the roles of cardholders, issuers, card schemes, acquirers, merchants and payment gateways.
• Awareness of common card fraud patterns, including card testing, compromised card use, card-not-present fraud, account takeover and first-party misuse.
• Awareness of 3D Secure outcomes, address verification and card verification signals, and how these support fraud alert reviews.
• Basic understanding of the chargeback lifecycle, Visa and Mastercard dispute reason code groups and the importance of fixed card scheme deadlines.
• Awareness of alternative payment methods and their fraud risks, and the ability to follow role-specific POPIA, PCI DSS and confidential escalation requirements.