Senior Manager, Chargeback and Fraud Operations
Detalhes do emprego
Key Accountabilities
Manage the Cards Operational Services team.
Ensure customer expectations are met with high quality customer service and mitigate TAT delays & customer complaints.
Monitor Auth & Fraud Ops agents' performance through the systems on a daily basis, ensuring all calls are handled professionally in accordance with scripts, SOPs, and SLAs.
Continuously review VRM/FRM rules in collaboration with the Fraud Governance team to reduce false positive hits impacting customer experience.
Ensure the team's achievement of agreed targets for service level and abandonment, undertake day-to-day authorization activities, check all reports, files, and ensure all requests are submitted efficiently and on time.
Prepare, review, and update all information and documentation related to Visa/MasterCard/Diners & NAPS - Cards Authorization, Fraud Operations, and Chargeback.
Manage base-lining activities completed every 6 months.
Quarterly discuss with team members on a one-to-one basis and provide continuous feedback to help them achieve their KPI targets.
Manage all activities in Debit, Credit, and Pay card acquiring, NAPS, ATM, and issuing chargebacks processed & tracked daily under the master log-sheet.
Monitor Visa Card/MasterCard/Diners including Issuing & Acquiring chargebacks - Debit & Credit Card outstanding items on the Intellimatch Recon module and clear items within TAT.
Handle Visa/MasterCard Pre-Arbitration/Arbitration and Compliance cases in line with scheme rules and regulations.
Other Accountabilities
In-depth knowledge of Visa/MasterCard/Diners/ATM - authorizations, fraud management, and chargeback rules & regulations.
Proficiency in MS Office.
Advanced Microsoft Excel skills including dynamic Excel & PowerPoint presentations.
Excellent communication and organizational skills.
Knowledge of Card Management & Core Banking systems.
Analyze ATM dispute trends and work with the ATM support team to reduce disputes by fixing the root causes of ATM hardware/software failures.
Ensure all customer requests are processed within TAT and analyze daily cases to fix root causes.
Manage the VIP Code 11 status within the accurate approval matrix.
Ensure all operational activities are completed within the agreed SLA/TAT.
Analyze rules in safer payments and recommend changes as needed to capture recent fraud trends and reduce false positive rates.
Manage escalation of people/service-related issues in line with policy & procedures. Any additional roles/responsibilities assigned by the Head of Retail Operations.
Skills
Requirements
Required Qualifications:
Bachelor's degree in Finance or equivalent.
Required Experience:
10+ years of relevant experience with 5+ years in a managerial role.
Competencies:
Communication
Interpersonal Skills
Listening Skills
Teamwork
Ability to interact with internal and external stakeholders
Ability to work under pressure
Accuracy and attention to detail
Arabic speaking preferred#J-18808-Ljbffr
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