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Job Description
- Receive new dispute from ENBD CRM, 3rd party banks Emails, FSTP, EI CRM, for assigned portfolio / VISA /Master/Diners.
- Record & update new copy requests & Chargebacks in the Chargeback Excel File and action 40-55 cases within 1 business day, ensure to check chargeback cases in case of any rejects by next day.
- For All fraudulent transaction ensure checking and updating fraud reporting, exception filing and confirming blocking of the card before initiating the case.
- Processing Visa / MasterCard / Diners Copy Requests, Chargebacks & re-reject entries as per the nature of the disputes following schemes Rules and regulation.
- Uploading supporting documents through Visa Online (VROL) & MasterCom within 3 calendar days.
- Ensure to check & download the fulfillments from Visa Online & MasterCom, Diners & Onus MIS within 10 working days and update the file.
- Ensure to update the Re-presentment within 5 calendar days from the processing date, valid re-presentment cases to share with the client for closure of the case.
- All ONUS won cases to be updated on ONUS DR sheet immediately without any failure.
- Preparing customer letters within 2 working days.
- Processing of Manual batches minimum of 64 TC, PC Finacle & WebForm batches & send to Tanfeeth for posting.
- Updating ENBD & EI CRM & 3Party client Cycle by Cycle.
- Updating client bank inquiries and status of the dispute cases immediately same date.
- Sending weekly log to the client bank every Thursday before end of the day (if Thursday falls on a UAE public holiday, the log to be send on Wednesday).
- Ensure to provide support for chargeback / reconciliation team.
- Ensure all incoming disputes from different channels are reviewed daily. In case of missing SR, mail in a daily tracker the case to be action informed & escalated to the client.
- All chargeback docs to be kept saved in chargeback cabinet by end of the day adhering to the clean desk policy.
- Provide help & support in case of team members absent.
- Provide full back up during supervisor absent/ leave by initiating Pre-Arbitration-Pre-Compliance.
- Ensure processing of fee collection as per supervisor instruction.
- Ensure issues concerns are escalated to the Supervisor / Team leader final Manager.
- Ensure to provide a daily MIS to business performance team.
- Ensure to check OUT/NCTF folder to check of VISA /MASTER rejects on daily basis on ISG system.
- Ensure to review chargeback cases and inform the clients once cycle got over.
Job Requirements
Education: bachelor’s degree from a recognized university
Experience:
- 2 years of chargeback card operation on global payment schemes (Visa and Mastercard) .
- Very Good command of English Language (Listening, Speaking, Reading & Writing), or equivalent to Upper-Intermediate level.
Knowledge/Skills:
- Chargeback Rules & Regulations.
- Strong analytical and problem-solving skills.
- Strong communication skills.
- Strong organizational skills.
- PC, MS Office, good English communication (reading, writing).
Able to take responsibility in analyzing disputes and action according to the Scheme Rules and Regulations.