Dispute Specialist at Zambia National Commercial Bank Plc

JOB PURPOSE

To manage all card related queries and disputes and ensure efficient Card Service delivery as well as achievement of targeted card income for the bank

JOB RESPONSIBILITIES

• Support the customer interfacing units in managing and resolution of alternate channel customer complaints/disputes.
• Supervision of Dispute Resolution and chargeback process
• To investigate all card disputes and ensure status updates of investigations are given to relevant stake holders
• To investigate all card disputes and ensure status updates of investigations are given to relevant stake holders
• To supervise processing of all failed transaction reversals
• Supervision of the Pre-paid card Dispute management and settlement process.
• Monitoring and review of ATM and POS Issuing and acquiring chargebacks
• Ensure that all tools required for the functioning of the unit are available.
• Ensure that all claims regarding card transactions on Zanaco POS are sent in a timely manner and that there are no delays.
• Customer query resolution
• Assess operational opportunities to increase service quality or efficiency
• Build and enhance positive working relationships with external and internal stakeholders
• Monthly reporting on deliverables and various MI
• Manage the dedicated internal channel for customer disputes
• Implementation and maintenance of simplified procedures and process.
• Interface with IT to coordinate troubleshooting and issue resolution
• Cutting costs through operational excellence.
• Manage compliance and the relationship of Visa, UPI, NFS and Master Card operational issues directly with the Institutions and communicate to the relevant parties.
• Perform any other responsibilities as maybe assigned by management

QUALIFICATIONS/EXPERIENCE

Education:

• Grade 12 School certificate
• University Degree

Professional:

Minimum Experience:

3 years experience in payments/card operations

COMPETENCIES

• Leadership Skills
• Attention to detail
• Analytical thinking
• Interpersonal Skills
• Delighting Customers/Customer service orientation
• Accountability
• Drive for results
• Problem solving
• Teamwork
• System Technical Expertise