Supervisor: Disputes, Chargebacks and Exceptions (m/f)

Description

• Responsible for ensuring the processing and resolution of card related disputes, chargebacks and exceptions are performed efficiently and within the rules and regulations of the Card Associations, industry and bank

Duties

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 to ensure follow up and monitoring of uncleared exceptions found in CARD related accounts
• Supervising of all dispute related queries sent via Email or telephone
• Identification and escalation to management any irregularities encountered/observed during the reconciliation of accounts
• 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
• Lodging and tracking of provisions and loss events associated with CARD reconciliations
• Operations:
• Ensure all versions of manuals and process documentation is updated and available to all relevant parties
• Assist in the monitoring of all related accounts in the case of system upgrades and/or changes
• Participate and assist in the design of new system functionality to ensure that system are designed in aid of the reconciliation process and that all required recon tools and reports are provided for
• Contribute to the development and implementation of responsive, innovative and effective frameworks that result in the review and continuous improvement of reconciliation processes and systems
• Customer Focus:
• Provide professional customer service to external service providers and clients
• Provide adequate knowledge on 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 reconciliation processes and systems
• Supervisory Focus:
• Manage and supervise the recon team in the timely and accurate resolution of day-to-day disputes, claims and exceptions
• 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
• 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 annual internal and external audit process
• 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)

Requisites

• Experience/Knowledge & Skills:
• Excellent knowledge of accounting systems and processing activities
• At least 4 years’ experience in the Banking environment
• Knowledge of systems and procedures
• At least 5 years Banking/Phoenix experience will be an advantage.
• Computer literacy (Word and advanced knowledge of Excel spreadsheets)
• Knowledge of the payment industry rules and regulations
• Sound knowledge of the Visa/MasterCard and Namswitch rules
• Qualification:
• Grade 12
• Relevant degree or diploma in accounting will be an advantage

Notes

• Only shortlisted applicants will be contacted