Junior Fraud Analyst

Junior Fraud Analyst [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/5ac97b31-49cd-4012-8bb0-5caf15e33c69/B25.png] WE ARE LOOKING FOR A JUNIOR FRAUD ANALYST TO JOIN OUR FRAUD TEAM, AS WE SCALE UP AND DRIVE DIGITAL AND FINANCIAL INCLUSION ACROSS OUR MARKETS. [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/2c6957b4-39d2-40b3-8eb6-7e380a0c2f9c/B13.png] ABOUT M-KOPA M-KOPA is a financial technology company built for the people most banks ignore. We've extended over $2 billion in credit to customers across Africa, reached 7 million people, and 55% of those customers are accessing financial services for the very first time. We have a 86% customer satisfaction rate — and we intend to protect every percentage point of it. That score doesn't happen by accident. It happens because of people who take quality seriously. [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/5e9f3448-2fed-4b66-b1ee-9474279a7947/B13.png] WHY THIS ROLE IS DIFFERENT Most fraud roles keep analysts at arm's length from the customer; reviewing flags, closing tickets, moving on. This role puts you directly in conversation with customers to gather the intelligence that actually solves cases. You're not just processing fraud tickets. You're the person a customer speaks to when something has gone wrong with their account — often for the first time in their experience of financial services. How you handle that conversation shapes whether they trust the system at all. That's a different kind of responsibility, and it requires a different kind of analyst. [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/ba282a12-7335-4f14-b5d0-85744a5ad867/B7.png] WHAT YOU'LL BE DOING - Engaging directly with customers by phone to gather fraud intelligence, managing cases end-to-end through Freshdesk, documenting findings on SharePoint, and producing daily and monthly reports that give management clear visibility on fraud trends and case status. - Conducting KYC fidelity audits and compliance checks, enforcing the Fraud Risk Management Policy by identifying misconduct, flagging issues to stakeholders, and supporting case closure within required timelines. - Analysing fraud data to identify patterns and emerging risks, translating findings into actionable insights that inform prevention strategies across the business and contribute to cross-functional initiatives that reduce risk and improve customer safety. WHAT YOU'LL NEED - Demonstrable experience in a customer care or customer service environment, with a track record of understanding what good looks like on the front line. - Proven exposure to quality assurance, coaching, or performance monitoring with the analytical rigour to translate data into clear, constructive feedback. - Strong communication and stakeholder collaboration skills, particularly across Operations, Training, and outsourced partner environments. THE HONEST PART This role requires you to give hard feedback clearly and constructively — to agents, team leaders, and BPO partners on a regular basis. You'll need to hold the line on quality standards even when it's uncomfortable. If you've done that before and found it rewarding rather than draining, you're probably the right fit. WHY M-KOPA? At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility. Join us in shaping the future of M-KOPA as we grow together. Explore more at m-kopa.com http://m-kopa.com. [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/369018b8-cf9c-49c7-95f1-1d414482ba57/B13.png] Recognized four times by the Financial Times as one Africa's fastest growing companies (2022, 2023, 2024 and 2025) and by TIME100 Most ... (truncated, view full listing at source)