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
Requirements
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
