Company: Jobs in Qatar
Location: Doha, Qatar
Employment Type: Full-time
Description:
The jobholder to manage the Visa/MasterCard/Diners/NAPS Cards Authorization, Fraud Operations, CPV Operations, Cards Settlement and Chargeback activities, provide quality of service within TAT and day-to-day operations management. Service level achievement with customer satisfaction, ensuring 24/7 shift operations are managed for Authorization & Fraud Operations activities
Responsibilities:
• Manage the Cards Operational Services team
• Ensure customer expectations are met with high quality customer service and mitigating the TAT delays & customer complaints.
• Monitor Auth & Fraud Ops agent’s performance through the systems on a daily basis, ensure all calls are handled in a professional manner in accordance with Script, SOPs and SLAs.
• Continuous review of VRM/ FRM rules in collaboration with Fraud Governance team to reduce false positive hits impacting our customers experience.
• Ensure the team’s achievement of agreed targets for service level, abandonment, undertake day-to-day… authorization activities, check all the reports, check all the files and ensure all requests are submitted in efficient manner and on time.
• Log and research all customer complaints. Handle difficult customers using judgment and initiative to solve problems, informing management on every occasion.
• Build a team and motivate the agents by encouraging creativity and providing them with opportunities for self-development.
• Recognize the good performances and reward the high-quality staff contributions with team members and let them know they are involved.
• Prepare, review and update all information and documentation as process flows, SOPs and SLAs relating Visa/MasterCard/Diners/NAPS – Cards Authorization, Fraud Operations, CPV Operations, Cards Settlement and Chargeback.
• Identify process improvements and recommend the change request to enhance the client experience with self-service fully automated solutions.
• Analyse the ATM disputes trend and work along with ATM support team to reduce the dispute by fixing the root-cause of ATM hardware/software failures.
• Ensure all customer request are processed within TAT and analyse the daily cases to fix the root cause.
• Managing the VIP Code 11 status within accurate approval matrix.
• Ensure all operational activities are completed within the agreed SLA/TAT.
• Analyse the rules in safer payment and recommend the changes as and when required to capture recent fraud trend and reduce false positive rates.
• Ensure CPV is completed with agreed SLA/TAT.
• Ensure that all Cards Settlement outstanding items /exceptions are cleared within 24-48 hours without any operational loss.
• Ensure the effectiveness of overall settlements quality including auditing, compliance, and O/S issues.
• Ensure team perform the UAT on timely manner and suggest improvement in system enhancement or migration to improve efficiency and client experience.
Key Competencies:
• In-depth knowledge of Visa / MasterCard / Dinners/ATM – authorizations, fraud management, cards settlement processes and chargeback rules & regulations.
• MS Office proficient.
• Advanced Microsoft excel including dynamic excel & Power Point presentations.
• Excellent communication and organizational skills.
• Card Management & Core Banking systems knowledge.
Requirements :
• Bachelor degree in Finance or equivalent
• 10+ years’ relevant experience with 5+ years in a managerial role
Source: Qatar Living Jobs
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