The job holder is required to process abroad varieties of operational work on the Credit card. To ensure all card financial and non-financial requests processed before system cut-off time and resolved as per the terms & conditions specified in the service level agreements with the clients
ResponsibilitiesProcessing
- Ensure that all financial / non-financial requests processed within the specified TAT with accuracy.
- Always meeting deadline for projects or any assigned task as per clients’ demand.
- Flexibility to work in weekend or for extended long hours every end of month.
- Handles the email requests & inquiries with professional time & manner.
- Provide professional follow-up to the requests which require approval from other departments.
- Ensure processing all the assigned requests within the day from various channels.
- Attend all the arranged meetings on time.
- Obtaining any assigned training without exceeding the deadline.
- Accurately record daily requests in the MIS tracker and to update scorecard on a daily basis.
SLA adherence
- Ensure that all requests processed are as defined in the respective SLAs and as per the agreed procedures to avoid any complaints.
- Highlight issues noticed during BAU activities to avoid any potential complaints from clients.
- Effectively handle queries and complaints to ensure timely resolution.
Compliance
- Ensure all the assigned requests & tasks are processed properly to avoid any mis-outs in the daily BAU activities.
- Ensure compliance to all operating policies & no actions which would lead to breach of service level confidentiality agreements with clients.
- Ensure strict adherence to office discipline, etiquettes, admin rules, HR policies and regulations to avoid any observations from the superiors.
Education
- Bachelor's degree from a reputable recognized university, preferably faculty of Commerce & Information System
- Good MS Office skills (Word & Excel)
- Very Good command for English language written & spoken
Experience
- 1-2 years in banking sector, Fintech, e-payments, digital financial solution or any relevant industry
- Exposure to CRM application & Way4 is an asset
Job-Specific Skills
- Good interpersonal skills
- Willingness to learn & participate
- Respectful to all team members
- Customer service oriented “customer Focus”
- Self-motivated & Self-disciplined
- Able to work under pressure for extended hours
- Excellent multitasking skills
- Cross cultural exposure
Skills Required
- Bachelor's degree in Commerce or Information Systems
- 1-2 years of experience in banking, fintech, or digital financial solutions
- Good MS Office skills
- Very good command of English language
- Exposure to CRM applications
- Experience with Way4
What We Do
Over the past 30 years, we have built a business based on long-standing and trusted relationships with many of the leading merchants, financial institutions and payment networks operating in the Middle East and Africa. Such relationships are based on our comprehensive capabilities, scale, local presence in the multiple markets in which we operate, alongside our trusted reputation. This gives us significant scale and leadership in the region, where we operate in more than 50 countries, serve over 130,000 merchants and 250 financial institutions and fintech customers, whilst managing more than 16 million customer credentials. We have a diversified business model and operate across the entire consumer payments value chain. We do this with a growth-focused strategy through two business lines: • That enables our merchant customers to ‘take payments’, by providing them with various payment acceptance methods, both online and offline. • Which supports our financial institution, fintech and other payment issuing institution customers in enabling consumers ‘make payments’, by managing and processing their consumer payment credentials and transactions.
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