Dispute Coordinator

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Reference Number

NMBP0101010

Description

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

Requirements

QUALIFICATIONS/EXPERIENCE

Education:

Grade 12 School certificate

Diploma in any business related course

Professional:

Minimum Experience:

2 years experience in payments/card operations

Zambia National Commercial Bank (ZANACO) image
Zambia National Commercial Bank (ZANACO)
Lusaka
Agribusines and SME business banking
Personal banking
Corporate finance
Electronic payment systems
Investment
Loans
Zambia National Commercial Bank, commonly known as ZANACO provides personal and business banking, corporate finance, Visa payment systems, investment and loan facilities. ZANACO is the largest financial services provider in Zambia. ZANACO has partnered with Zampost to allow customers to deposit and withdraw funds from their accounts from anywhere in Zambia. The bank has a special interest in agribusiness and small and medium enterprises, offering SMEs payroll solutions.