Call Centre Agent
Zeal Hr
Pretoria, Gauteng, ZA
5d ago
source : Work-Force

Key role :

The main objective of the Ethics & Fraud Hotline Reviewer is receiving inbound calls and reviewing disclosures on the Ethics & Fraud Hotline Solution Software before it is sent to Client Recipients.

Main duties :

  • Screening Ethics & Fraud Hotline incoming calls for relevance (distinguishing between good faith and malicious calls);
  • Attending to Ethics & Fraud Hotline calls with empathy to put the Whistleblower at ease and asking probing questions to assist the Whistleblower in providing complete and accurate information (conduct effective telephonic interview with the Whistleblower including asking who, what, when, where and how);
  • Capturing disclosures onto the Ethics & Fraud Hotline Solution Software by transcribing the information provided by the Whistleblower and ensuring that the disclosure report is objective and unbiased;
  • Sending disclosures to the Ethics & Fraud Hotline Reviewer for review and sanitization of the disclosure report;
  • Ensuring the anonymity and confidentiality of the Whistleblower is respected, in accordance with the Whistleblower’s preference;
  • Ensuring that reports are accurate and complete before it is sent to Client Recipient / s;
  • Assisting Whistleblowers with any follow-up information on the disclosure (provided that the Whistleblower / caller could provide enough information to confirm identity);
  • Following up Whistleblower and Client queries with the relevant parties;
  • Performing everyday responsibilities in accordance with the quality objectives;
  • Requirements :

  • Appropriate tertiary qualification, such as B-degree, National Diploma or equivalent.
  • Proven experience in a similar capacity
  • Available to start 1 September or sooner (position based at the Groenkloof offices)
  • Ideally speak 3 of the following languages :
  • English.
  • It will be expected of an Ethics & Fraud Hotline Reviewer to attend relevant courses (online or in person) in order to obtain necessary skills for the position and to qualify him- / herself for the role of Ethics & Fraud Hotline Reviewer.
  • MS Office proficient;
  • Excellent telephone etiquette with great verbal and written communication skills as well as report writing skills
  • High level of motivation;
  • Strong sense of integrity and work ethics.
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