Card Operations Consultant

Overall Purpose of the Role:

To perform the assigned day to day operational activities within the Card Operations team. The role involves many functions ranging from investigation and remediation of customer disputes, investigation and remediation of transaction exceptions, journal entry processing. All of the functions to be executed with the focus to provide excellent customer service to bank customers, participant banks, and internal customers. Reporting to the Senior Manager Card Operations, the candidate will be required to work closely with internal departments, supporting outstanding execution, critical to the success of the business strategy.

Key responsibilities:

 Ensure that the Card environment meets its goals and operates efficiently and effectively in line with the internal and external customer / client expectations.

 Comply with operating processes to ensure that quality and operational targets are met.

 Support to remedy service breakdowns and to maintain the highest level of customer service thereafter

 Attend to escalated queries by providing efficient and accurate guidance to resolve the queries.

 Monitoring of feedback and quality controls of all queries, escalations and complaints.

 Maintain confidentiality and integrity of customer

 Resolution of exceptions daily, to avoid all unnecessary losses.

 Ensure that all process changes and new processes implemented and adhered to.

 Support effective business continuity management.

 Adhere to the policy frameworks related to payment processing to ensure accurate financial transaction processing, i.e., customer refunds

Limit / prevent all potential losses to the bank by ensuring that laid-down instructions are adhered to in all areas of operations.  

Build and maintain sound, supportive working relationships with internal and external stakeholders e.g. IT, Risk, Payments etc. as well as with external vendors / suppliers and dealers to ensure that the relevant service level agreements are established, targets are met, and problems are efficiently and effectively resolved.

Ensure logging of operational incidents and monitor internal control implementations. 

Knowledge of:

Payment Operations Product Suite:

Debit Card

PnP

Visa  

Knowledge, Experience and Personal Competencies

Demonstrable problem-solving skills.

Excellent stakeholder and people skills.

Ability to work under pressure

Ability to use initiative

Lateral thinking abilities

Accuracy and ownership

Team player

Decision Making

Time Management

Assertiveness

Good communication skills

Excellent MS Office Suite Skills – Excellent MS Excel skills 

Qualification/s Required:

Matric