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.
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
Grade 12 School certificate
Diploma in any business related course
2 years experience in payments/card operations