Fraud & Risk Customer Service Consultant – Apply Now!

Full-time

Hello Group

📍 Location: Centurion, Johannesburg, South Africa
🏢 Company: Hello Group
🕒 Job Type: Full-Time
🆔 Reference: RAS251119-1
📅 Closing Date: 09 January 2026

⭐ About the Role

Hello Group is seeking a Customer Service Consultant – Fraud & Risk to deliver high-quality support to customers facing security concerns, suspicious activities, account irregularities, or potential fraud cases. In this role, you will manage sensitive information, analyse potential risks, process tickets, and escalate critical issues to the appropriate internal teams including Fraud, Legal, IT Security, and Compliance.

This is an ideal opportunity for a driven individual who thrives in a high-volume, fast-paced environment, and who can handle delicate conversations with professionalism, empathy, and accuracy. Hello Group is known for serving migrant and underserved communities through accessible tech-driven financial solutions — joining this team means contributing to meaningful, impactful work.

🌍 About Hello Group

Hello Group is a proudly South African company dedicated to empowering marginalized communities with affordable, innovative, technology-driven financial services. Built on purpose, passion, and connection, Hello Group combines fintech, customer care, and community focus to improve daily life for millions.

Working at Hello Group means joining an organisation that values people, celebrates diversity, and encourages creative problem-solving.

🎁 What Hello Group Offers

☕ Onsite Barista – Enjoy great coffee every day
🎉 Exciting Team Events – A balance of work and fun
🤝 Teambuilding Activities – Build real connections
🏡 Warm, Supportive Culture – No corporate stiffness
🏢 Modern Office Space – Inspiring work environment

🎯 Key Responsibilities

📞 Customer Service & Support

  • Handle inbound/outbound queries relating to fraud, risk, and account security.

  • Provide calm, professional support to customers facing high-stress situations.

  • Educate customers on fraud prevention and safe account practices.

🗂️ Ticketing & Case Management

  • Accurately log and manage all cases on internal ticketing systems.

  • Resolve queries within defined turnaround times.

  • Manage escalations for highly sensitive or high-risk cases.

🔐 Fraud & Risk Coordination

  • Identify suspicious behaviour or irregular account activity.

  • Escalate high-risk issues to Fraud, Legal, Compliance, or IT Security teams.

  • Assist in investigations or special reports required by fraud/risk leadership.

🧠 Compliance & Knowledge

  • Maintain updated understanding of fraud trends and security protocols.

  • Follow internal controls, policy requirements, and data-protection regulations.

  • Handle confidential information with extreme discretion and professionalism.

🎓 Minimum Requirements (Non-Negotiable)

  • Matric / Grade 12

  • Minimum 2 years customer service experience

  • Experience in finance, telecoms, fraud, risk, or security environments

  • Experience handling escalations and sensitive/ confidential info

  • Strong communication and problem-solving skills

  • Proficient with ticketing or CRM tools (Zendesk, Freshdesk, Salesforce, etc.)

  • Proficient in MS Office (Outlook, Excel, Word)

  • Proven ability to work calmly under pressure

⭐ Preferred Experience

  • Experience within a Fraud, Risk, Compliance, or Security team

  • Understanding of financial/telco regulatory requirements

  • Ability to speak multiple languages (highly advantageous)

  • Exposure to workflow, CRM, and customer verification tools

🧩 Key Skills & Competencies

✔️ High attention to detail
✔️ Calm under pressure
✔️ Discretion with confidential information
✔️ Strong analytical and problem-solving skills
✔️ Excellent decision-making skills
✔️ Strong time management in a high-volume environment
✔️ Team player with the ability to work independently

📄 Best CV Tips for This Role

⭐ 1. Highlight Fraud/Risk Exposure

Include specific systems or processes you’ve worked with, e.g.:

  • Fraud checks

  • KYC / FICA processes

  • Account verification

  • Escalation handling

⭐ 2. Showcase Ticketing & CRM Experience

List tools you’ve used: Zendesk, Salesforce, Freshdesk, Jira, etc.
Include metrics like:

  • “Resolved 300+ tickets weekly”

  • “Maintained 95% SLA compliance”

⭐ 3. Emphasise Accuracy & Confidentiality

This role handles sensitive information — show reliability and discretion.

⭐ 4. Add Multilingual Skills

If you speak multiple South African or international languages, highlight this clearly.

⭐ 5. Demonstrate Calmness Under Pressure

Provide a short example of handling escalations or emotionally charged customer cases.

⚖️ Employment Equity Statement

Hello Group is committed to Employment Equity and prioritises internal candidates where possible. External applicants will be considered based on alignment with the company’s Employment Equity objectives.

To apply for this job please visit hellogroup.erecruit.co.