Card Support Agent at NCBA Group

JOB PURPOSE STATEMENT

To monitor and prevent fraud, authorize and provide excellent customer service for credit and debit card holders.

KEY RESPONSIBILITIES & PERCENTAGE (%) TIME SPENT

• Consistency of high quality of Card Authorization. (25%)
• Prevention of card fraud losses, and provide reports for fraud related cases (30%)
• Adequacy of personal and staff competence to effectively perform Card Authorization tasks. (2.5%)
• Deliver excellent customer service (10%)
• Channel and ATM monitoring (10%)
• Root cause analysis of recurrent issues and all other issue affecting card authorization (5%)
• CRM queues management and resolution of escalated cases 5%)
• E-banking support for Internet banking and Mobile banking (5%)
• After service hours support to support 24/7 service (5%)
• Consistency in adherence to and application of established policies processes and tools to achieve optimal efficiency, compliance and cost containment. (2.5%)

MAIN ACTIVITIES

• Accurate monitoring of online card activity to identify, minimize and prevent card fraud to
• safeguard interests of the bank as well as customers
• Manage customer enquiries, phone and emails to ensure timely resolution
• Authorization of manual transactions on both debit and credit card within set up procedures
• Maintain and enhance communications with Credit risk management, Relationship managers and customers to facilitate flow of instructions and information to foster cooperation
• Generate and review merged reports to sift fraudulent and unconfirmed transactions
• Test card systems and Log in with IT any card related issues
• Review Authorization reports to ensure all Change of card status and Group bonuses are approved
• Authorize Cash advances
• Management of exceptional approvals and temporary limit increases on payments,
• emergencies making referrals to Credit risk and Head of Channels
• Monitor and manage ATMs uptime by online opening closed systems and liaising with
• custodians for failed reset after working hours, holidays and weekends
• Monitor SMS alert

QUALIFICATION AND EXPERIENCE REQUIREMENTS

• University degree – Upper Second or GPA 3.0
• Three years banking experience
• Thorough knowledge of Core banking system; T24, Prime, Online & Fraud guard, and VAS
• Knowledge of Visa Rules and Obligations, Compliance regulations and chargeback reason codes. 

Closing on: Sep 11, 2022