About the job

We are looking for a Junior Fraud Analyst (Customer Engagement) to join our Fraud Prevention team in Ghana as we scale up and drive digital and financial inclusion across our markets.

About Us At M-KOPA, we believe that trust is fundamental to financial inclusion. In this role, you’ll be at the forefront of fraud prevention, directly engaging with customers to understand issues and resolve them efficiently. Your work goes beyond detection it involves building credibility with customers, ensuring their concerns are addressed promptly, and fostering confidence in our platform. This is your opportunity to make a real impact by protecting our customers and contributing to a safer financial ecosystem.

You will report directly to the Fraud Team Lead.

As a Junior Fraud Analyst, you will play a key role in protecting M-KOPA’s business and customers by engaging directly with customers to gather critical fraud intelligence. You will handle fraud cases with precision, document findings, and collaborate with our global fraud team to develop effective fraud prevention strategies. Your contributions will directly support our mission of building trust and enabling safe financial access for all.

Expertise

Our ideal candidate is passionate about customer service, attention to detail, and fraud prevention. You will have:

• Qualifications: Bachelor’s degree or diploma in Business Management, Finance, Law Enforcement, or a related field.
• Experience: At least 1+ year of experience in fraud detection, customer service, or a related field. Recent graduates with strong analytical skills and customer engagement experience are also encouraged to apply.
• Skills:
  • Strong verbal and written communication skills with the ability to engage customers professionally.
  • Proficiency with tools such as Excel, SQL, Notion, and Looker.
  • Excellent attention to detail and documentation skills.
  • Analytical mindset with the ability to identify patterns and potential fraud risks.
  • High ethics and integrity in all customer and case interactions

Key Responsibilities

• Customer Engagement: Engage directly with customers over the phone to gather information related to fraud cases, ensuring thorough follow-up and timely escalation when necessary.
• Fraud Case Management: Process fraud tickets from Freshdesk with accuracy, identify fraud leads, and escalate cases appropriately.
• Documentation and Reporting: Accurately document fraud cases on SharePoint, maintain high data quality standards, and provide clear visibility to management through daily and monthly reports.
• Audit and Compliance: Conduct sales KYC fidelity audits and perform compliance checks, flagging issues to stakeholders and supporting case closure within required timelines.
• Policy Enforcement: Enforce the Fraud Risk Management Policy by identifying misconduct, sanctioning sales force members where necessary, and referring cases to HR for disciplinary action.
• Data Analysis: Analyze fraud data and trends, providing actionable insights and reports on fraud prevalence to inform prevention strategies.
• Collaboration: Work cross-functionally with other departments to execute initiatives that reduce risk, improve accountability, and enhance customer safety.