DEPARTMENT: CARD CENTRE
REPORTS TO: MANAGER, CARD OPERATIONS
JOB PURPOSE STATEMENT
The purpose of this role is to provide exceptional customer service and card operations excellence performance, through prompt provision of service standards and business performance data, management of card and PIN application process and reconciliation of chargeback suspense account.
KEY RESPONSIBILITIES
Processing and Reconciliation the Visa chargeback account for KE, Tanzania and Uganda (10%)
T24/Prime manual postings (20%)
Risk management (20%)
Input of new credit and debit cards and Pin management and related customer service tasks (30%)
Collect and preparation of monthly MIS for card business and service level review for Kenya, Uganda and Tanzania (20%)
COMPETENCE REQUIREMENTS
Interpersonal skills to effectively communicate with and manage expectations of customers (internal and external) and other stake holders who impact performance.
Knowledge and effective application of all relevant banking polices processes, procedures and guidelines to consistently achieve required compliance standards.
Detail consciousness skills to be able to focuses on detail, working methodically and in an organized and systematic manner and ensures work is done with high accuracy to provide high quality service.
Planning and Organizational skills to deliver time bound reports within set deadlines.
Knowledge and experience in current card operation practices, rules and regulations
Good numeric skills
Analytical Skills
QUALIFICATIONS AND EXPERIENCE REQUIREMENTS
University degree-Minimum Upper Second/GPA 3.0
Three years’ experience in card business
Experience in operations management
Knowledge of Visa Rules and regulations. Compliance regulations and chargeback reason codes.
Proficiency in MS Office computer applications
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