Key Responsibilities

• Monitoring of card fraud both on acquiring and issuing, through various application tools (VRM, MIGS, MPGS, GATEKEEPER, FIMI, and TWFA) and any other system available.
• Resolving ECRM/ITSM Card related queries
• Resolving of all card related queries emanating from e-mail, direct line requests, social media, and liaison with customer service/contact center on resolution.
• Daily monitor online transactions and resolve all issues related to 3D authorization.
• Work closely with sales team on obtaining supporting documents for disputed card transactions and ensure they are submitted to the relevant stakeholders.
• Actively follow up on recovery of chargebacks from merchants with support from the sales and ensure all over dues are recovered.
• Oblige to any other job as assigned from time by the line manager

Daily Responsibilities

• Transaction monitoring on VRM, MIGS, GATEKEEPER, FIMI and TWFA
• Resolution of ECRM and IT-SM on matters in Transaction Monitoring Unit
• Actively follow up on recovery of chargebacks from merchants with support from the sales and ensure all over dues are recovered.
• Work as a link between support team and sales team on timely submission of supporting documents on acquiring to resolve arising disputes.
• Undertake timely resolution of card related disputes as they arise from customers
• Continuously monitor card transaction activity, by constantly checking the daily reports and provide solution for any matters arising.

Requirements:

• Bachelor’s degree in Banking /Finance or equivalent
• Professional qualification in IT Related certification is an added advantage
• Master’s degree in Management is an added advantage
• Minimum 2 years of experience in Banking is required