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 authorization, cancellation, verification and merchant queries/ requests received via telephone, fax and email from internal and external customers are handled in an accurate and professional manner.
• Ensure BONUS request is reviewed, presented and loaded in an accurate manner following Bank guidelines and DOAs related to Retail Credit and other Departments.
• Ensure all incoming calls through campaign and local numbers are answered within Service Level and in a courteous and professional manner.
• Ensure to monitor, review and prompt action on all fraud cases/queues via Safer Payment, Email Alerts, VRM and FRM within TAT and in accordance to the SOP.
• Ensure proper escalation of all system-related issues 24/7
• Handling of all activities assigned by the Line Manager and Department Head.
• Adherence to the roster on shift duties which includes weekends and holidays to maintain business continuity 24/7.
• Full compliance with company policies, procedures and standard of ethic, integrity and scheme regulations.

Skills

Education

• Bachelor degree or equivalent