JOB PURPOSE: 

The Fraud Controller is responsible for providing a high level of customer service to all passengers while carrying out revenue protection, crowd control, and operational support duties. The role includes providing assistance and information to customers, supporting bus replacement services, reporting faults on stations and trains, and ensuring compliance with revenue protection procedures and operational standards. 

RESPONSIBILITIES/DUTIES 

Fraud Awareness, Revenue Protection & Cash Handling

• Conduct undercover journeys on trains to identify and address revenue protection issues, vandalism, anti-social behavior, and non-compliance with the Rules of Carriage, including restrictions related to smoking, eating, and designated train sections. 

• Follow revenue protection procedures, rules, and associated by-laws applicable to staff and passengers. 

• Carry out ticket inspection activities on trains and in stations using Portable Checking and Vending Machines capable of reading, analyzing, and determining ticket validity. 

• Issue penalty fares to passengers traveling without a valid ticket, attempting to evade the correct fare, or violating applicable by-laws. 

• Participate in fraud-prevention awareness activities and campaigns. 

• Communicate tariff changes and revenue-related updates to passengers and relevant departments. 

• Return PVs (violation reports) and receipts at the end of each shift. 

• Ensure proper and compliant use of the cash register during shifts. 

• Complete required forms documenting payments, issued receipts, and total amounts generated. 

• Report any cancellations or modifications related to payments or claim receipts to the hierarchy. 

• Remain accountable for cash handling activities during assigned duties.

Operations Support & Customer Service

• Provide a high standard of customer service and proactive passenger information. 

• Explain the operation of fare machines, elevators, and other station equipment to passengers when required. 

• Provide mobility assistance to passengers when required. 

• Support colleagues and operations teams during degraded operations and emergency scenarios. 

• Assist in crowd management activities and minimize queuing at station gate lines. 

• Report faults, operational irregularities, and issues related to non-compliance with operational procedures and standards. 

• Participate in operational training sessions and exercises as required.

Safety, Security & Incident Reporting

• Apply a positive safety culture within trains and stations. 

• Control and address violations identified during patrols in accordance with company procedures. 

• Report serious offenses, incidents, and operational concerns promptly to the supervisor. 

• Report potential safety hazards and take appropriate action when required. 

• Follow instructions and guidance provided by supervisors and management. 

• Carry out any additional duties or assignments delegated by superiors.

Safety Responsibilities

• Promote a positive safety culture within the workplace and attend any safety-related meetings or briefings as required within the job role. 

• Comply with the requirements of RDMC RQHSE Policy and Safety Management System. 

• Be mindful that Safety, Security, and Environmental protection are everyone’s responsibility. 

• All staff members are accountable for reporting and intervening in any Safety, Security, or Environmental violations.

ESSENTIAL QUALIFICATIONS, KNOWLEDGE & EXPERIENCE

QUALIFICATIONS:

• Bachelor’s degree in commerce, Accounting, Finance, or related field.

• Proficiency in Arabic; basic English communication skills are preferred.

KNOWLEDGE:

• Knowledge of revenue protection procedures and customer service practices. 

• Basic knowledge of ticket inspection systems and cash handling procedures. 

• Good communication and interpersonal skills.

EXPERIENCE:

• 0-3 years of experience in customer service, transport operations, security, or revenue protection activities.

DESIRED BEHAVIORS & EXPERIENCES

• Customer Focus: Delivers professional and courteous service to passengers while maintaining operational standards. 

• Operational Discipline: Follows procedures, policies, and operational instructions accurately and consistently. 

• Safety Commitment: Promotes safe working practices and actively reports safety or security concerns. 

• Integrity & Accountability: Handles revenue protection and cash-related responsibilities with honesty and professionalism. 

• Teamwork: Cooperates effectively with colleagues and supports operational requirements during normal and emergency situations.