Provide outstanding customer services support on Card Business Related queries for Zones, Branches and Contact Centre.
Act as central point of contact for feedback collection to ensure quality service delivery to customers; bridge the gap between technical aspect of card business and users (both Internal and External) by disseminating card product knowledge.
Main Responsibilities:
Develop, implement and maintain practical card services process and procedures for debit, credit, prepaid and QR codes.
Review and resolve card issues, concerns, requests and complaints received from customers
Administer online credit card, debit card, prepaid card for security layers such as 3D services.
Implement strategies to increase card sales & usage and provide regular monthly reporting figures showing the growth of the issuing card business.
Prepare reports regarding relevant card business issues that require attention of the management
Develop practical, efficient and effective processes and procedures for card related services
Coordinate dissemination of information, and law enforcement notifications and communicate with Risk department to mitigate losses
Analyse card fraud loss data to identify trends and develop strategies to proactively minimize future exposure and losses.
Coach and monitor card services team and individual performance and foster a teamwork environment.
Conduct Key Control Self-Assessment (KCSA) and proactively address Key Risk Indicators; monitor and report to relevant authorities.
Any other assigned duties from supervisor(s).
Attributes
Business understanding of banking operations.
Extensive knowledge and understanding of card schemes.
Excellent customer service and stakeholder management skills.
Good communication skills.
Analytical with good presentation skills.
Leadership and people management skills.
Planning and organizational skills.
Qualifications and Experience
University Degree/Advanced Diploma in Business Administration, Mass Communication, Computer Science/Information Technology.
5+ years of work experience in Card Business, 2 years being in managerial role.
Hands on experience in managing disputes.
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