Summary
Date Posted: Wednesday, September 20 2023, Base Salary: Not Disclosed

JOB DETAILS:
Description
Job Purpose
To manage all card 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.
• Supervision of Dispute Resolution and chargeback process
• To investigate all card disputes and ensure status updates of investigations are given to relevant stake holders
• To investigate all card disputes and ensure status updates of investigations are given to relevant stake holders
• To supervise processing of all failed transaction reversals
• Supervision of the Pre-paid card Dispute management and settlement process.
• Monitoring and review of ATM and POS Issuing and acquiring chargebacks
• Ensure that all tools required for the functioning of the unit are available.
• Ensure that all claims regarding card transactions on Zanaco POS are sent in a timely manner and that there are no delays.
• Customer query resolution
• Assess operational opportunities to increase service quality or efficiency
• Build and enhance positive working relationships with external and internal stakeholders
• Monthly reporting on deliverables and various MI
• Manage the dedicated internal channel for customer disputes
• Implementation and maintenance of simplified procedures and process.
• Interface with IT to coordinate troubleshooting and issue resolution
• Cutting costs through operational excellence.
• Manage compliance and the relationship of Visa, UPI, NFS and Master Card operational issues directly with the Institutions and communicate to the relevant parties.
• Perform any other responsibilities as maybe assigned by management

Requirements
Qualifications/Experience
Education:
• Grade 12 School certificate
• University Degree

Professional:
Minimum Experience:
3 years experience in payments/card operations

Competencies
• Leadership Skills
• Attention to detail
• Analytical thinking
• Interpersonal Skills
• Delighting Customers/Customer service orientation
• Accountability
• Drive for results
• Problem solving
• Teamwork
• System Technical Expertise

• Work Level
• Skilled
• Job Type
• Permanent
• Salary
• Market Related
• EE Position
• No
• Location
• Lusaka

Education Requirement: No Requirements

Work Hours: 8

Experience in Months: 36

Level of Education:

Job application procedure
• Interested and qualified? Click here to apply

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