Assistant Manager (Dispute Resolution Unit) – Ref:MGMT/21/01/H3

Job Purpose

Manage the Dispute Resolution & Reconciliation function within the Settlements & Chargeback’s Unit in Card Centre and ensure that all reconciliation / cardholder disputes / chargeback’s / compliance / arbitration and copy request related operations in the unit are carried out with maximum efficiency & control in order to safeguard the financial interests of the Card business and deliver quality service to both internal and external customers in accordance with agreed service standards.

Main Responsibilities and Accountabilities

Manage day to day operations in Reconciliation & Chargeback Unit involving copy requests, cardholder disputes, interchange rejects, chargeback, fraud reporting, compliance / arbitration case filing, temporary credits, chargeback related accounting entries, representments, TC-40 & SAFE reporting, updating Operations Risk Database, Fee collection of invalid special interchange debits, daily checking of EOD reports, reconciling the daily control accounts, reconciling the sundry / suspense accounts, passing of reconciliation entries, liaison with IT / branches / Visa / MasterCard / re-payments service providers on outstanding or invalid items whilst ensuring that these activities are carried out with maximum efficiency, security and control in accordance with established procedures and agreed service standards.

Ensure the financial & accounting integrity of Card Centre related all GL accounts and a perfect match between the Credit Card related control / suspense / sundry accounts in the Bank’s GL with the Card Systems at all times

Exercise judgment in interpreting Visa / MasterCard Operating Regulations in detecting possible fraudulent transactions or while processing chargeback’s / copy requests / representments / arbitration / compliance to resolve customer disputes on any unauthorized or fraudulent transactions and protect the bank’s interest by minimizing transactional / fraud losses, and maximizing chargeback recoveries.

Recommend changes to the Operations Process Manual for Reconciliation & Chargeback’s related processes and ensure that these processes conform to the Bank’s standard of quality and operational efficiency and include effective internal controls to manage operational risks and stand the test of audit.

Ensure that efficient and quality services are provided to both internal and external customers that meet or exceed agreed service standards while responding to all enquiries on cardholder disputes received whether by phone or in person or through written correspondence, and channel feedback into process improvements.

Ensure that the unit’s KCC is updated in the system in a timely manner.

Recommend temporary credits as an interim measure to resolve customer disputes till it is finally resolved.

Continuously review, recommend and implement improvements / enhancements to operational procedures, workflow and card related systems on chargeback’s & reconciliation.

Keep Manager, Settlements & Chargeback’s advised of incidents to be updated into Bank’s Operations Risk Database on all potential and confirmed fraud / risk cases.

Liaise closely with Visa / MasterCard and other member banks on all cardholder disputes / fraudulent transactions / unauthorised interchange debit related issues and ensure that the transactions losses are minimised.

Review the Interchange Exceptional Transactions report on a daily basis and take appropriate measure to ensure that transactional losses are minimized.

Ensure that all outstanding items arising out of the reconciliation are rectified and rectification entries are passed as per the established procedures and within the agreed service standards.

Ensure that a copy of the agreed list of reconciled accounts is forwarded to Head of Finance as per the established procedures.

Review and reconciliation of Visa / MasterCard International fees and ensure that all fees, charges and other incomes earned on interchange transactions are properly debited / credited by Visa / MasterCard International.

Maximize profitability by ensuring that the operations are carried out with the maximum efficiency, security and controls.

Ensure effective complaint management and handle customer complaints and enquiries when escalated and channel feedback into process improvements.

Continuously review staff requirement / procedures in coordination with Manager, Settlements & Chargeback’s, to ensure that the Unit is always geared to deliver any significant impact on volumes.

Constantly monitor the performance of reporting staff and counsel, mentor, motivate, guide and train them to ensure that performance is optimised through a high level of staff morale/initiative/development.

Ensure effective complaint management and handle customer complaints and enquiries when escalated and channel feedback into process improvements.

Occasional Responsibilities and Accountabilities

Keep Manager, Settlements & Chargeback’s advised of material operational / process weakness and non-compliance with controls in chargeback’s / copy requests.

Work closely with Manager, Settlements & Chargeback’s during implementation of the card system enhancements / upgrades / compliance releases on chargeback’s / settlements by developing Test Scripts, conducting User Acceptance Testing, and certification with Visa / MasterCard International if required.

Act as one of the joint custodian for Card Centre chubs

Identify possible technology solutions for problems on chargeback’s / copy requests and recommend system developments and enhancements relating to the processes.

Represent the Bank in UAE Fraud Forum and migrate the best practises & share relevant information with FIF members.

Handle any other additional / temporary responsibilities as assigned by Manager, Settlements & Chargeback’s

Generate MIS on chargeback’s / frauds / MC & Visa fees as required by the business.

Act as one of the joint custodian for Card Centre chubbs.

Act as one of the Signatory for signing Managers Cheques for BT / CCC.

Qualifications

At least 4 years experience in Card Operations with at least 3 years experience in managing Chargeback Operations with a thorough knowledge of Visa / MasterCard regulations on Chargeback’s / Arbitrations / Settlement Processing.