JOB PURPOSE

To manage all card transaction related queries and disputes and ensure efficient Card Service delivery as well as achievement of targeted card income for the bank.

JOB RESPONSIBILITIES

• Support the customer interfacing units in managing and resolution of alternate channel customer complaints/disputes.
• Card transaction Dispute Resolution and chargeback process
• To investigate all card disputes and ensure status updates of investigations are given to relevant stake holders.
• Work with relevant stakeholders to endure fraud related card transaction disputes are investigated to logical conclusion
• To investigate all digital account salary processing queries and ensure they are resolved.
• Processing of all failed transaction reversals
• Monitoring and review of ATM and POS Issuing and acquiring chargebacks
• Ensure that all claims regarding card transactions on Zanaco POS are sent in a timely manner and that there are no delays.
• Investigation and resolution of card related entries in suspense accounts i.e Exception GLs, Deferred GLs \, Representment and Chargeback GLs
• Customer query resolution
• Assess operational opportunities to increase service quality or efficiency
• Monthly reporting on deliverables
• Interface with other relevant units to coordinate troubleshooting and issue resolution
• Perform any other responsibilities as maybe assigned by management

QUALIFICATIONS/EXPERIENCE

Education:

• Grade 12 School certificate
• Degree in any business related course

Professional:

Minimum Experience:

2 years experience in payments/card operations

COMPETENCIES

• Leadership Skills
• Attention to detail
• Analytical thinking
• Interpersonal Skills
• Delighting Customers/Customer service orientation
• Accountability
• Drive for results
• Problem solving
• Teamwork
• System Technical Expertise