Associate- Authorization & Fraud Monitoring

Job Summary

The primary responsibility of this jobholder is to ensure seamless day-to-day operations in line with approved SOP and SLA.

Key Accountabilities

• Ensure all authorization, cancellation, verification and merchant queries/ requests received via telephone, fax and email from internal and external customers are handled in an accurate and professional manner.
• Ensure BONUS request is reviewed, presented and loaded in an accurate manner following Bank guidelines and DOAs related to Retail Credit and other Departments.
• Ensure all requests for credit and debit card status activation/reactivation/blocking, Code11/ACP limit change, card recovery, call for credit, VRM exclusion, FRM whitelisting, 3D whitelisting, travel plan, online daily limit transfer change, CRM Service Requests, Safer Payment Cases and Email Fraud Alerts are accurately processed within TAT and in accordance with the SOP and DOA.
• Ensure all incoming calls through campaign and local numbers are answered within Service Level and in a courteous and professional manner.
• Ensure to monitor, review and prompt action on all fraud cases/queues via Safer Payment, Email Alerts, VRM and FRM within TAT and in accordance to the SOP.
  
  

Other Accountabilities

• Ensure proper escalation of all system-related issues 24/7
• Handling of all activities assigned by the Line Manager and Department Head.
• Adherence to the roster on shift duties which includes weekends and holidays to maintain business continuity 24/7.
• Full compliance with company policies, procedures and standard of ethic, integrity and scheme regulations.
  
  

Education

• University Degree
  
  

Qualifications

Banking experience and call center experience is preferred.