Chargeback Officer at Stanbic IBTC Bank

Stanbic IBTC Bank is a leading African banking group focused on emerging markets globally. It has been a mainstay of South Africa's financial system for 150 years, and now spans 16 countries across the African continent.

The Operations division of Standard Bank is at the very centre of all the bank’s procedures, enabling and optimising our Corporate and Investment Banking activities. We develop prototype concepts into robust, reliable solutions, constantly evolving our existing product range to help the bank maintain a competitive lead with our global clients. We are also in demand as internal consultants to the business, helping to manage the Bank’s assets through effective risk management and control systems. As part of this role we now seek an experienced chargeback professional, who will help guide our work to fulfill our ambitious growth strategy

Stanbic IBTC Bank is recruiting to fill the position of:

Job Title: Chargeback Officer

Job ID: 12737
Location: Nigeria

Job Descriptions

• To ensure chargeback claims are thoroughly investigated and resolved timely
• Assist in the resolution of exceptions found in any of the chargeback accounts
• Respond accurately to acquired claims logged against the bank in any of the following dispute Platforms: arbiter, NICS, MasterCom pro, UPDM and Remedy.
• Respond to email queries timely
• Complete and submit weekly and monthly chargeback activities reports to the team lead.
• Participate in the reimbursement of customers for accepted dispute claims within agreed SLA.
• Attend to other ad-hoc assignment as determined by the team lead, chargeback.

Key Responsibilities
Customer Service:

• Ensure that chargeback claims are resolved within the agreed SLA.
• Ensure adequate and timely feedbacks are given to requesters upon resolution, in line with the bank’s standard.
• Manage customers’ expectation by ensuring customers’ claims are logged with correct information.
• Adequate record keeping of downtime experienced on the dispute platforms as it affects SLA.
• Identify likely exceptions in the chargeback GL and resolve timely.
• Ensure that transaction do not defaults to system accept without a concurrence from IT ATM support

Key Performance Measures:

• Number of claims resolved or logged within the SLA
• Number of aging exception in the chargeback GL and remedy
• Increased cross-sell ratios.
• Good Risk Assurance report findings.
• Retention of satisfied, well informed customers as measured by Customer Experience Measurements (CEM).

Required Skills and Qualifications
Knowledge:

• Sound knowledge of cards and usage.
• Creative in looking for and suggesting improvements
• Self-motivated
• Ability to troubleshoot
• Customer service orientated

Experience:

• 1-2 years' experience required in the financial services industry and knowledge of chargeback and dispute resolution platforms will be an advantage.
• Self-motivated and able to work under little supervision
• Ability to interact with users at all levels.
• Proven ability to work under pressure and multitask.

Required Competencies
Technical Competencies:

• A self-starter with good analytical skills.
• Good excel knowledge

Personal Competencie:

• Team Player
• Good communication skill
• People management skills
• Result oriented

Problem Solving, Planning and Decision Making:

• Resolve logged customers dispute claims timely and relay appropriate feedback to the requester.
• Provide support during project implementation and roll out
• Ensure adherence to processing procedures in the resolution of claims

Application Closing Date
20th November, 2014

How to Apply
Interested and qualified candidates should:
Click here to apply online