CSE Officer

About Us:
Network International is the largest Financial Technology company in Middle East and Africa. Payments is our core business where we provide services in more than 50 countries – UAE, Jordan, South Africa, Egypt are some of our key markets. Apart from payments, we provide services on Data and Insights, Lending, Insurance, Risk Solutions, etc. Our core customers are businesses at every scale and segment, though recently we are growing in direct to consumer card segment as well.
Our EVP's:
At Network International, we always stay ahead. . In the fast-paced world of financial services, we thrive on innovation, agility, and purposeful collaboration. We invest  first in our people, empowering you to make bold decisions, learn fast, and grow your expertise alongside industry leaders. Here, solving complex problems means more than using cutting-edge technology; it’s about creating meaningful value for our customers, together. We foster a culture where trust, accountability, and achievement go hand in hand—because success isn’t just a goal; it’s how we work, every day, as one team.
Job Description:
 The role holder is responsible for the provision of specialist services relating to business support activities and Client issue management. Typically they include services orientated to product, process or information support and issue management.

• This role is to ensure client has a single point of contact for all operational issues & requirement and acts for all day to day queries/issues/requests and met client’s expectations or concerns for NI as a whole. 
• The role demands specialized knowledge, process know-how and the ability to solve varied problems. The role-holder alone acting as a CSE officer using required resources to manage issues\items assigned and escalate internally to ensure resolution of the issue reported.

Responsibilities:
 Be the one point focal contact point for all banks allocated. 

• Log, track and follow up to closure all items raised by clients. Understand and communicate expectations of client internally. Ensure the communications of status is done on timely basis.
• All items logged are closed within the stipulated time frame and manage client expectations. All required escalations done as per matrix. Ensure minimum aging of items and ensure closure of the issue reported.
• Assisting & supporting the team on resolution of high priority issues which may have significant financial / customer service / reputational impacts. 
• System related notifications are done on timely basis.
• Daily / Weekly discussions to be held with CSE and other items on Open issues pertinent to the clients. Ensure all issues whether escalated or not escalated are recorded in issue register. 
• Escalation / Internal Follow ups / Upcoming operational requirements to be undertaken for each client handled. Where TATs are not adhered to, escalation to be made as appropriate to ensure issue is resolved to CSE Manager immediately.

Experience / Skills Required

• Education: Bachelor's degree in Business Administration, Finance, Information Technology, Management Information Systems, or a related field.
• Experience: 1-2 years of experience in Customer Service, Customer Support, Card Operations, Payment Operations, Banking Operations, FinTech, or a related client-facing operational role. Experience in Card Issuing Operations or payments processing is preferred.
• Technical & Process Proficiency: Basic understanding of card and payment operations, transaction lifecycles, operational workflows, and ticket management processes. Ability to provide Level 1 support, troubleshoot routine issues, and coordinate resolutions with internal teams.
• Customer Service & Relationship Management: Strong customer service orientation with the ability to manage client interactions professionally, handle inquiries effectively, and maintain positive stakeholder relationships.
• Communication & Problem-Solving: Strong verbal and written communication skills with the ability to analyze issues, identify root causes, escalate appropriately, and collaborate cross-functionally to drive timely resolution.
• Organization & Attention to Detail: Ability to manage multiple client requests, maintain accurate issue logs, track service tickets, and ensure adherence to turnaround times and service standards.
• Customer-Centric Mindset: Demonstrates ownership, accountability, responsiveness, and a commitment to delivering high-quality customer support while maintaining a positive client experience.
• Compliance & Process Adherence: Understanding of operational controls, policies, and compliance requirements, with the ability to follow established procedures and maintain accurate documentation.

• Technical Skills: Proficiency in Microsoft Office applications, particularly Excel, Outlook, and PowerPoint. Experience working with CRM, ticketing, or customer support systems is an advantage.

  
  

Network International is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds, nationalities, and experience levels. We are committed to creating an inclusive workplace where innovation, diversity, and performance thrive.