Senior Officer Disputes, Chargebacks and Exceptions (GL5) - Payments & E-Channels

Bank Windhoek

Industry: Banking

About the role

**Introduction** To track, monitor and resolve card disputes (and possibly resulting chargebacks) according to the rules and regulations of the Card Associations, industry and bank, as well as within the risk boundaries of the bank. Investigate and resolve exceptions timeously and accurately to prevent any possible losses. **Job description** KEY PERFORMANCE AREAS 1. Dispute and Chargeback Resolution· Monitor and track incoming and outgoing card related disputes on the applicable systems (including unassigned manage engine calls).· Maintain a timetable/calendar of disputes and ensure these are resolved within the mandated timeframes.· Investigate the validity of disputes and resolve each in the appropriate manner depending on their validity.· Raise and escalate disputes or chargebacks or original transactions that violate industry rules and regulations, or that are potential/actual fraud. 2. Exceptions Resolution· Monitor and track incoming and outgoing card related exceptions on the applicable systems.· Maintain a timetable/calendar of disputes and ensure these are resolved within the mandated timeframes.· Investigate the validity of the exception and resolve each in the appropriate manner depending on their validity.· Raise and escalate exceptions that violate industry rules and regulations, or that are potential/actual fraud.· Exceptions are managed in a manner to keep losses/write offs to minimum. 3. Administration· Provide required data relating to all disputes and chargebacks to facilitate metrics by the supervisor.· Provide required data relating to all exceptions to facilitate metrics by the supervisor.· Assist the supervisor with the approval of any journals created by Disputes Officers for manage engine calls logged.· Assist with overseer duties when supervisor is on leave. 4. Personnel Management:· Provide the necessary knowledge and procedures to the Disputes Officers when assisting with card and dispute related queries.· Provide the necessary knowledge and procedures to branch/ department personnel when assisting with card and dispute queries. 5. Innovation and Development· Provide feedback up reporting line concerning findings or potential risks/improvements. 6. Card Fraud Awareness· Provide feedback up reporting line concerning trends and potential threats on card fraud and losses. 7. Customer Focus· Responsible for providing customer service and co-operation with other Bank Windhoek Divisions as well as foreign Banks. 8. General· The person should be prepared/willing to do any other reasonable and lawful instruction/task and ensure that it is normally carried out on time CORE COMPETENCIES:· Good communication skills (verbal and Writing)· Planning and organizing· Assertive· Interpersonal skills· Problem solving & analytic· Insight/understanding· Ability to work well under pressure· Delivering results **Minimum requirements** EXPERIENCE/CORE SKILLS· Excellent knowledge of products and services provided· Grade 12 with at least 2-3 years’ experience in the banking environment· Knowledge of systems and procedures· Fluent in English and Afrikaans · Good interpersonal skills· Excellent Computer skills (excel & Word)· Good communication (both verbal and written) skills · Experience of Card Association rules and regulations will be an advantage Qualification:· Grade 12

Requirements

• See job description for details

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