Officer, Chargeback

Job Summary

The primary responsibility of this jobholder is to ensure seamless day-to-day operations in line with approved SOP and SLA.

Key Accountabilities

•   Ensure all the processing of Acquiring and Issuing scheme Chargeback, ATM Disputes and NAPS transaction is processed as per the scheme regulations. 

•   Resolve/ respond to queries or escalations received from branches, Sales, Business, and Call Centre in a timely manner.

•   Quality check the disputes processed by team members, and guide them to take correct actions.

•   Managing Nostro suspense’s without any ageing and pending.

•   Ensure chargeback details are provided to Cards settlement team timely.

•   Receiving Arbitration cases and providing recommendation. 

•   Monitor all the disputes queue and clearing the aged cases within TAT.

•   Validate the suspense account proof sheet and all open items are action swiftly to avoid any financial loss.

•   Validate write-off recommendation and verify the supporting document checklist provided by the processor.

•   Validate daily, weekly, fortnightly, monthly, quarterly, half-yearly and yearly MIS for the respective activities prepared by the team.

•   Ensure monthly 1:1 meeting with your direct reports along with line manager is conducted, review performance and set expectation for the subsequent month goals as per agreed KPI. 

•   Coach the team on Chargeback scheme procedural changes.

•   Handling all activities assigned by the line manager and department head.

•   Ensure all complaints are escalated to line management and resolution is provided.

•   Complies with company policies, procedures and standard of ethic, integrity and scheme regulations.

•   Excellent problem solving and Inter personal skills.