Ensure customer expectations are met with high quality customer service and mitigating the TAT delays & customer complaints.
Monitor Auth & Fraud Ops agent?s performance through the systems on a daily basis, ensure all calls are handled in a professional manner in accordance with Script, SOPs and SLAs.
Continuous review of VRM/ FRM rules in collaboration with Fraud Governance team to reduce false positive hits impacting our customers experience.
Ensure the teams achievement of agreed targets for service level, abandonment, undertake day-to-day authorization activities, check all the reports, check all the files and ensure all requests are submitted in efficient manner and on time.
Prepare, review and update all information and documentation as process flows, SOPs and SLAs related to Visa/MasterCard/ Diners & NAPS - Cards Authorization, Fraud Operations and Chargeback.
Manage base-lining activities are completed once in 6 months.
Quarterly discuss with team members on a one-2-one basis and provide continuous feedback to help them achieving their KPI targets.
Manage all activities in Debit, credit, and pay card acquiring, NAPS, ATM and issuing chargeback are processed & tracked daily under the master log-sheet.
Monitor Visa Card/ MasterCard/ Diners including Issuing & Acquiring chargeback ? Debit & Credit Card outstanding items on Intellimatch Recon module and clear the items within TAT.
Handling of Visa/MasterCard Pre-Arbitration/Arbitration and Compliance cases in line with the scheme rules and regulations.
Other Accountabilities
In-depth knowledge of Visa / MasterCard / Dinners/ATM ? authorizations, fraud management and chargeback rules & regulations.
MS Office proficient.
Advanced Microsoft excel including dynamic excel & Power Point presentations.
Excellent communication and organizational skills.
Card Management & Core Banking systems knowledge
Analyse the ATM disputes trend and work along with ATM support team to reduce the dispute by fixing the root-cause of ATM hardware/software failures.
Ensure all customer request are processed within TAT and analyse the daily cases to fix the root cause.
Managing the VIP Code 11 status within accurate approval matrix.
Ensure all operational activities are completed within the agreed SLA/TAT.
Analyse the rules in safer payment and recommend the changes as and when required to capture recent fraud trend and reduce false positive rates.
Escalation management of the people/ service related issues in line with policy & procedures.Any additional roles/responsibilities assigned by the Head of Retail Operations.
