Fraud Analyst & Auxiliary Nurse

Location:

Pretoria-Wes, Gauteng, South Africa

Posted:

September 11, 2026

Contact this candidate

Resume:

Email: **********.*******@*****.***

Phone: +27-71-266-****

Languages: Portuguese (Native)

English (Fluent)

Sesotho (Conversational)

Afrikaans (Conversational)

Location: Pretoria, South Africa

PROFESSIONAL SUMMARY

Experienced fraud analyst, customer service representative, and certified auxiliary nurse with a diverse background in financial services, healthcare, and client relations. Proficient in identifying and mitigating fraud risks across multiple African regions, providing exceptional customer support, and offering hands-on patient care. Known for balancing technical expertise with excellent communication skills, delivering both customer satisfaction and operational efficiency. WORK EXPERIENCE

Home Care Professional Assistant

Home Health Assistant to Mr Alfred Shikwambana - 2022-2024

• Bathing and Grooming: Assist with bathing, washing, and grooming tasks

• Help clients choose and put on appropriate clothing, including adjusting clothing for comfort or medical conditions.

• Assist with toileting needs, including help with using the bathroom, changing adult diapers, and cleaning up afterward.

• Help clients move from one position to another, such as from bed to wheelchair, or from wheelchair to a chair or toilet.

• Provide support for clients in walking, either with assistive devices like walkers, canes, or helping them walk on their own.

• Help reposition clients in bed to prevent bedsores, and assist with exercises as prescribed by a healthcare professional.

• Remind clients to take their prescribed medications at the correct times.

• Assist with organizing and managing medication schedules, ensuring clients take the correct dosage.

• Plan and prepare nutritious meals according to the client’s dietary needs and preferences.

• Engage in meaningful conversations to help combat loneliness and provide emotional support.

• Encourage and assist clients in social and recreational activities.

• Take and record vital signs such as blood pressure, heart rate, temperature, and respiration rate

• Monitor the client’s physical and mental condition, observing any changes in behavior, health, or mobility. Report any concerns to family.

• Document services provided, including changes in health, medications, and any other observations.

• Followed individualized care plans developed by healthcare professionals or family members, ensuring the client’s physical, emotional, and social needs are properly addressed.

• Help clients with prescribed exercises to improve strength, flexibility, and mobility as directed by a healthcare provider.

• Offer comfort, empathy, and emotional support to client.

• Treat clients with dignity, respecting their preferences, autonomy, and cultural values.

• Manage time efficiently, ensuring that all required tasks are completed according to the care plan.

Customer Retention Advisor (New Business and Renewals for Car Insurance) OSS (Hastings) Outsurance Insurance – 2018 to 2022 You will also assist with generating new business opportunities by cross-selling or upselling relevant products and services for Car insurance to meet both individual and team targets. Key Responsibilities:

Customer Retention:

• Contact existing customers to discuss policy renewals, answer questions, and ensure that all customer concerns are addressed.

• Retain customers who may be considering cancellation by offering tailored solutions or adjustments to their policies.

• Handle customer complaints or service issues efficiently and professionally, aiming for quick resolutions that maintain customer satisfaction with their policies.

• Identify potential at-risk customers and proactively review changes to their current policy to meet their needs and ensure they get the best cover with the up-to-date information. New Business Development:

• Assist customers in identifying appropriate insurance products based on their needs, leading to cross-selling and upselling opportunities.

• Promote new products, services, and offers to both existing and new customers, enhancing revenue and meeting sales targets.

Customer Service Excellence:

• Provide a high level of customer service on every call, ensuring a positive experience for customers throughout their journey with Hastings Direct.

• Offer expert advice and guidance on insurance policies, assisting customers with the information they need to make informed decisions.

• Follow up with customers to confirm satisfaction and address any additional questions they may have after interacting with the company.

Administrative Tasks:

• Update customer records, policy details, and activity logs accurately in the company’s CRM system.

• Process renewals, amendments, and cancellations, ensuring that all information is documented and compliant with company policies and industry regulations.

• Track and manage key performance indicators (KPIs) such as call volume, customer satisfaction, and retention rates.

Team Collaboration:

• Work closely with the Retention and Customer Service teams to share best practices and insights on improving the customer experience and retention rates.

• Participate in team meetings and training sessions to stay up to date on products, services, and best practices in customer retention.

Problem-Solving:

• Take ownership of customer inquiries and concerns, ensuring that all issues are resolved efficiently and in line with company guidelines.

• Collaborate with other departments as needed to resolve complex issues that may require cross-functional involvement.

Certified Auxiliary Nurse (Practical Training)

Arwyp Training Institute – 2015 to 2016

• Provided hands-on patient care in various wards including Pediatric, Maternity, Orthopedic, and Old Age/Hospice.

• Responsibilities included grooming and bathing patients, preparing rooms, monitoring vitals, assisting with meals and medications, and ensuring patient comfort.

• Gained experience in transferring patients with low mobility, turning them to prevent bedsores, and closely observing and reporting patient behavior.

• Wound Care: Assisting with dressing changes and observing for signs of infection.

• Catheter Care: Assisting with urinary catheter maintenance and keeping the area clean.

• Infection Control: Following proper hygiene, sanitation, and sterilization practices to prevent infections.

Fraud Analyst (RoA - Rest of Africa)

Standard Bank Group – 2012 to 2014

• Managed fraud prevention and detection for Mastercard credit and debit cards across several African countries including Kenya, Mozambique, Botswana, Uganda, and Namibia.

• Worked alongside banks and fraud investigators within the Standard and Stanbic Group to mitigate risks while enhancing customer experience.

• Reduced customer friction by implementing fraud risk management strategies, protecting both the bank and its customers.

• Knowledge of Fraud Detection Tools: Familiarity with fraud detection software and tools used for identifying suspicious transactions and activities.

• Fraud Risk Assessment: Ability to assess and analyze patterns and behaviors to detect potential fraud in real-time.

• Transaction Monitoring: Proficient in monitoring transactions for unusual patterns, discrepancies, and red flags indicating fraudulent behavior.

• Fraud Investigation: Skill in investigating cases of suspected fraud, gathering evidence, and determining the extent of fraudulent activity.

• Data Analysis: Ability to analyze large datasets to identify anomalies, trends, and patterns indicative of fraud.

• Critical Problem Solving: Strong ability to think critically, evaluate situations, and make decisions quickly under pressure.

• Attention to Detail: Precision in identifying even the smallest inconsistencies or suspicious activities that could indicate fraud.

• Financial Regulations: Familiarity with financial regulations, compliance standards, and industry practices (e.g., Anti-Money Laundering (AML), Know Your Customer (KYC)).

• Cross-border Fraud Risks: Understanding the specific fraud risks faced in different regions, particularly in Africa, and collaborating effectively with Stanbic Bank across borders.

• Clear and Professional Communication: Ability to effectively communicate with customers, stakeholders, and internal teams to resolve fraud cases or alert customers to suspicious activity.

• Conflict Resolution: Skill in managing difficult conversations and resolving conflicts with customers who may be affected by fraudulent transactions.

• Collaboration and Reporting: Clear reporting of fraud cases, patterns, and emerging risks to management and other stakeholders.

• Types of Fraud: Understanding various fraud types such as card fraud, identity theft, account takeover, phishing, and digital banking fraud.

• Emerging Fraud Trends: Staying updated on new fraud tactics and trends, especially those relevant to the African market.

• Risk Identification and Mitigation: Ability to identify and assess potential risks related to fraud and take necessary steps to mitigate them.

• Compliance Monitoring: Ensuring adherence to fraud prevention policies and regulatory requirements to minimize financial and reputational risks.

• Fraud Management Software: Proficiency with software tools used for fraud detection and reporting (e.g., SAS, Actimize, etc.).

• CRM Systems: Ability to use Customer Relationship Management (CRM) systems to track and manage customer cases and complaints related to fraud.

• Cybersecurity Awareness: Knowledge of cybersecurity practices to help prevent fraud in digital transactions and online banking.

• Empathy and Support: Ability to provide empathy and clear guidance to customers affected by fraud, ensuring they understand the steps being taken to resolve the situation.

• Timely Resolution: Ensuring rapid resolution of fraud cases to minimize financial losses and customer inconvenience.

• Handling Multiple Cases Simultaneously: Ability to manage and prioritize multiple fraud cases or incidents at once in a fast-paced environment.

• Deadline Management: Ensuring timely reporting and resolution of fraud cases, especially when dealing with complex or high-priority cases.

• Cross-functional Collaboration: Working with other teams within Standard Bank, Stanbic Bank, and external partners to address fraud risks and share intelligence.

• Vendor and Third-Party Management: Collaborating with third-party vendors (e.g., fraud detection service providers) to strengthen fraud prevention measures.

• Adaptability to Change: Being adaptable in response to changing fraud trends, technologies, and banking regulations.

Call Centre Intern (Portuguese-speaking Southern African Countries) Multichoice Africa – 2011 to 2012

• Handle inbound calls, emails, or chat messages from customers, providing support in Portuguese.

• Address customer inquiries related to account management, billing, subscription services, and technical issues.

• Assist with troubleshooting technical issues such as signal problems, remote control issues, or device activation.

• Follow established protocols to resolve customer issues effectively and efficiently.

• Log customer complaints and issues into the system for follow-up and resolution.

• Stay updated on the latest MultiChoice products, services, promotions, and technological offerings.

• Provide accurate information about available packages, pricing, and benefits.

• Assist in customer retention efforts by promoting offers and providing information on how customers can optimize their subscription services.

• Suggest appropriate solutions to meet customer needs and enhance satisfaction.

• Assist in maintaining records of customer interactions, complaints, feedback, and resolutions.

• Help with data entry, updating customer details, and managing customer information in CRM systems.

• Ensure customer satisfaction through excellent service and meeting company standards for service quality.

• Participate in training and workshops to enhance product knowledge and improve communication skills.

• Work closely with other team members to meet performance targets and deliver exceptional service. Collaborate with supervisors and other departments to resolve complex issues.

EDUCATION

Certified Auxiliary Nursing Certificate

Arwyp Training Institute

National Senior Certificate

Elandspoort High School

Alison Courses

Certificate: Caregiving Skills - Dementia Care

Certificate: English for Customer Service and Call Center Certificate: Microsoft Excel and Microsoft Word Training Certificate: Fraud Detection and Prevention

Certificate: Working as a Virtual Assistant

Certificate: introduction to Risk Management

SKILLS

Skills and Experience:

• Fraud Detection & Prevention

• Customer Service & Support

• Risk Management

• Patient Care & Nursing Assistance,

• Data Administrative & Receptionist Duties

• Insurance Policy Handling

• Multilingual Communication (Portuguese, English, Sesotho, Afrikaans)

• Microsoft Office Suite (Word, Excel, PowerPoint) HOBBIES & INTERESTS