1.    KPA

Dispute, Chargeback and Exception Resolution
•    Responsible for the supervision and efficient processing of card-related disputes and chargebacks.
•    Timely, accurate and effective identification and resolution of disputes and chargebacks discrepancies including consistent and comprehensive recording of actions taken, effective liaison with stakeholders and staff and the escalation of complex discrepancies.
•    Responsible for ensuring follow up and monitoring of unclear exceptions found in CARD related accounts
•    Supervising all disputes related queries sent via Email, Manage Engine or telephone.
•    Identification and escalation to management any irregularities encountered / observed during the investigation of disputes, chargebacks and exceptions.
•    Provide a detailed status report with age analysis and history of events of all disputes, chargebacks and exceptions received throughout the month.
•    Effective identification, management and resolution of incidents and root causes that result in claims and write offs.
•    Logging of incidents on Manage Engine for irregularities picked up during the investigation of disputes, chargebacks and exceptions.

 

Operations:
•    Ensure all versions of manuals and process documentation are updated and available to all relevant parties.
•    Assist in the monitoring of all transactions to ensure compliance to the Card Associations in the case of system upgrades and/ or changes. 
•    Participate and assist in the design of new system functionality to ensure that systems are designed in aid of the effective resolutions of claims and exceptions
•    Contribute to the development and implementation of responsive, innovative and effective frameworks that result in review and continuous improvement of disputes, chargebacks and exceptions processes and systems.

 

Customer Focus:
•    Provide professional customer service to external service providers and clients as per the agreed SLA timelines.
•    Provide adequate knowledge of Card Association rules, Phoenix solutions, channels, and procedures to all stakeholders.
•    Provide guidance and expert advice to relevant subsidiary, divisional and departmental stakeholders on the ongoing issues and future developments of the Card Associations, industry and the bank.

 

Supervisory Focus:
•    Manage and supervise the disputes team in the timely and accurate resolution of day-to-day disputes, claims and exceptions.
•    Review and approve all journal posting by the disputes teams relating to rectifications done by Disputes Officers
•    Planning and organizing of the Disputes, Chargebacks & Exception department processes and workflow to ensure efficient use of all resources.
•    Leadership and guidance to reporting employees.
•    Weekly/monthly reporting to management.
•    Identifying training needs for disputes officers jointly with the Manager: Reconciliations to keep up to date with Card Associations, industry and bank process changes 
•    Do performance appraisals of disputes officers jointly with the Manager: Reconciliations.
•    Implement measurement tools for staff performance contracts.
•    Establish a team culture of continuous skill development and personal accountability that is promulgated across the payments area and underpinned by innovative, logical and consistent financial procedures, processes, systems and training 

 

Other:
•    Assist with the process and procedure documentation process.
•    Participating in card related industry forums and projects
•    Assistance and participation in card related UAT testing 
•    Willing to perform any other reasonable and lawful duties assigned by the management.

 

Core Competencies:
•    Sets and achieve high standards and continuously improve through determination and self-discipline (Excellence orientation).
•    Open-minded, willing to initiate change and experiment to ensure continuous development (Innovation).
•    Ability to provide clear instructions, exposing subordinates to more challenging tasks and providing constructive feedback (Coaching).
•    Arrange resources, design and utilize control systems and coordinates tasks and duties (Organizing).
•    Evaluates the immediate and long-term implication of events, decisions and actions (big picture thinking).
•    Drive to succeed and complete tasks (Social skills – preserving).
•    Time conscious (Time management skills).
•    Ability to cope well with pressure and stress (Stress management).