Customer Service Delivery : Processing
- Manage and meet the specified SLAs as agreed with the clients on credit card reconciliation and Chargeback
- Perform tagging and reconciliation exceptions tasks and process disputed transactions received from payment partners, per established procedures, to avoid unwarranted losses.
- Analyze disputed transactions to determine the appropriate response and backup documentation requirements to defend disputes.
- Analyze errors, solve them and take the appropriate measures to prevent them from happening in the future.
- Demonstrated proficiency in customer service and fraud investigation.
- Support the team by resolving queries on processing issues that is resulting in inconsistent results, identify system glitches and escalate matters to Lead Associate/Manager where required to ensure timeliness and completeness of Processing.
- Support Lead/Manager in weekly and monthly tasks/reporting requirements as assigned to him/ her.
Qualification :
- Minimum qualification Graduate or equivalent.
- Minimum 2-3 years experience in airline card payment solutions.
- Knowledge of Credit Card entities (Mastercard, Visa, etc...), operating rules and regulations preferred.
- Solid experience and knowledge of the intricacies of bank card processing including a comprehensive understanding of various types of merchant billing, refunds and the analysis of credit card transactions.
- Experience in financial services and/or risk management.
- Fluent in English.
- Requires strong communication and team-work skills. Ability to communicate effectively with peers as well as management.
- Strong analytical and critical thinking skills and advanced judgement capability.
Experience
- Strong working knowledge of airline card payment solutions - Card reconciliation and Chargebacks management
- Adequate Industry knowledge.
- Should have the ability to analyze/review complex requirements from stakeholders, and technical insight to system functionality will be advantage
- Advanced and proven analytical, interpretation and investigative skills.
- Relational database knowledge on payment solutions - Reconciliation and Chargebacks
Competencies
- Customer Service Orientation
- Teamwork
- Initiative and Commitment to Achieve
- Effective Communication
- Attention to Detail and Quality
- Organizing for Results
- Problem Solving skills
- Microsoft Office Knowledge
- Flexibility to work additional hours as may be needed
