Brandon De Jager Email & Phone Number

City Of Cape Town, Western Cape, South Africa

Cape Town, Western Cape, South Africa

Full and accurate assessments of all accounts, transactions and related documentationReview client transactions and ensure that detailed and accurate updates are recordedEvaluate customer accounts and take appropriate action as per risk policiesCheck all account information by using internal control reviews and record comprehensive details in each instance on various software applicationsSend all appropriate requests for documentationReview documents for legitimacy where necessaryEnsure all requirements are met and accurate updates are entered on the systemWithhold or release of certain transactions when required to do so (via direct order or decision, as per our risk acceptance criteria)Report and record details of customers that do not meet legitimacy standardsExtract information and review reports for incongruences

Cape Town, Western Cape, South Africa

Utilize findings from live coaching and QA trends to identify topics that need to be covered for upskillingSet up, scheduling and execution of these sessionsThese sessions focus on technical training and need to be bite size sessionsTests or surveys need to be send out to risk agents to do consistent knowledge checks and benchmark success of sessions in line with proficiency modelINFORMATION DISSEMINATION & TRAININGEnsure that information, both new processes and updates to processes are shared with all relative persons in the Risk & Fraud Department, not only limited to Risk AgentsTest understanding of information disseminatedCompile communication of information shared for all parties in the Risk & Fraud Department as well as the Customer Service Centre where necessaryIdentify Risk training requirements from trendsTake instruction from SM in terms of training directives and create, schedule and deliver coaching/training WAT sessionsDocument attendance and success of coaching for reportingKeep concise records of QA Feedback, Live Coaching, WAT Sessions, Information shared with all parties, and accompany these with test results to confirm understandingIdentify case-studies for training purposesEnsuring that our Process Documents are kept up to date and intact with all new information / updates and is readily available for our agents to refer toEnsuring that the Training & QA Teams are covered with regards to sharing of information relative to recent updates and roll-outs and that they too are tested for understanding post the sharing of information. Capturing and reporting on findings from Live CoachingProviding feedback and upskilling from Live Coaching observationsActively perform QA in line with the KPI per team members allocatedTrack trends based on reportingAGENT DEVELOPMENTMENT & UPSKILLING

Cape Town, Western Cape, South Africa

Full and accurate assessments of customer documentation in terms of legitimacy, in order to ensure KYC Compliance standards are continually met and maintained in line with regulatory and/or business requirements in line with AML verification requirements, outlined by regulatory and / business requirements when required as a result of suspicion, to mitigate foreseeable risk to the business where necessary. Staying abreast of country specific customer verification journeys and document version updates. Maintaining system proficiency, staying informed on impacts to customer account statuses and system verification. Liaising with customers to request, explain and assist with required and outstanding verification documentation. Making contact with 3rd parties to verify documents in cases where additional verification is required. Updating customers’ accounts details where necessary. Withholding / releasing certain transactions when required to do so. Staying abreast of the impact of verification processes on the greater Risk & Fraud Department, and being available to assist Risk, Fraud, and other departments in the business, in relation to verification. Suggesting / recommending new or improved document request templates. Monitoring and understanding priority document categories, with the aim of targeting workloads effectively to maintain prescribed SLA’s. Reporting on verification statistics, both internally and externally. Suggesting / recommending new or improved processes or systems to enhance the efficiency of verification.

Cape Town, Western Cape, South Africa

Managing and maintaining a high level of quality within a team in the Customer Service space, providing day-to-day, "in the moment" Coaching and assistance on the customer service floor. Planning coaching sessions and being responsible for keeping the team up to date on any compliance and process related matters. Having catch up meetings to discuss the team's individual progress with QA, and provide motivation for improvement and the necessary tools to do so.

Cape Town, Western Cape, South Africa

Front line of the business. Assist and provide efficient and effective service to the customers of Betway. Ensuring one's own KPI's and CSAT levels are achieved that are set out by the Team Lead. Joining daily huddles for updates on any process, promotion or compliance related matters. Have knowledge of all Betway products and services and be able to provide information on these at the customer's request.

Postgraduate Degree, Public Health, Tba

Postgraduate Diploma (PGDip) in Public Health is to provide an educational opportunity for working professionals for acquiring.

Bachelor Of Science - Bs, Medical Microbiology And Bacteriology

Bachelor of Science degree in Medical Bioscience, focusing on Human Anatomy and Physiology as well as Bacteriology, Virology, Mycology.