Officer – Card Disputes Management
JOB PURPOSE:
The role is responsible
for handling Card Issuing and acquiring business disputes as per scheme rules
and regulations and existing bank operational procedures.
Duties & Responsibilities
- Daily
processing of all card disputes on both issuing and acquiring business segments
as per the card scheme rules, regulations and set bank procedures
- Review
of disputes to identify appropriate resolution steps towards chargeback
processing, representments, pre-arbitrations, compliance and arbitration
processing
- Daily
tracking of all card disputes confirmations, processing and financial
settlements to ensure that chargeback settlement values are received and
passed to the cardholders on all card scheme disputes and that proper
actions are taken on all card represented financial transactions
- Ensure
all acquired ATM and retail related chargebacks are promptly reviewed and
appropriate action taken to ensure financial liability does not crystalize
on the bank
- Ensure
all card disputes settlement values from the schemes are correctly posted to
Bank General Ledger and Card Management Systems
- Custodian
of all card disputes logged in the bank customer complaints resolution
management application and record keeper of all card disputes
- Close
engagement with bank customer service and call Centre staff on matters
related to Card disputes to ensure prompt closure within the set SLA.
- Bank
liaison Agent with other Banks and card schemes on matters relating to
card issuing and acquiring disputes
- Logging
in and tracking of all cardholders received queries and disputes and
follow-up with respective stakeholders to ensure the issues reported
therein are promptly addressed and appropriate feedback shared with
cardholders. Additionally attend to daily calls and communications
received from cardholders on all matters relating to card products,
account operations and associated service offerings.
- And
any other duty as may be allocated by the supervisor.
Academic Qualifications
- Bachelor’s
degree in a Business-related field from a recognized institution
Professional Qualifications
- Certifications
in Bank Card Operations
Experience
- 2
Years’ Experience in Card Operations disputes management
Generic Competencies
- Knowledge
of Banking and Accounting Applications
- Good
understanding of various Card Scheme operational and disputes resolution
rules
- Good
planning and organizational skills
- Good
business communication (written and verbal) skills
- Must
have a good time management skill
- Should
have a good interpersonal skill and be able to interact with all levels of
personnel within and outside the Bank.
- Proficiency
in the use of computers – Ms Office, relevant banking software.
- Good
Problem Solving and analyticals
How to Apply
