ROLE OVERVIEW

• Operational execution specialist within the multi-disciplinary Payment, Card and Product Backoffice Team.
• This includes operational support for Mastercard

KEY RESULT AREAS

• Second line support to customer queries for card transactions
• Card and chargeback processing reconciliations
• Investigation and resolving of all unreconciled items
• Remediations (investigate and resolve) on behalf of customers and/or on behalf of the bank in terms of card authorisations for declined transactions
• Card related queries and remediations (investigate and resolve)  
• Product support in terms of fees, interest and rate calculations and exceptions
• Card related processing exceptions and disputes
• Provide insight for new enhancements with the aim of continuously improving and automating processes (incl. SOPs, UAT testing and post deployment checks)
• Operations reporting daily and monthly management reports
• Participation in all internal and external audit reviews
• Trouble shooting and incident management resolution
• Training support to first-line customer service team
• Ensure all operational processes and execution are compliant with industry regulations

ROLE REQUIREMENTS

Knowledge and Skills

• Computer literacy, Microsoft office: Outlook, PowerPoint, MSWord, MS Excel and MS Teams
• Financial and accounting knowledge – understanding basic financial accounting and financial principles
• Knowledge and experience of the payments industry, schemes and regulations and more specifically, the National Payment System (NPS)

Personal Attributes

• Independent self-starter who also works well in a team-environment
• Advanced written and verbal communication skills, able to translate payment concepts into general business concepts.
• Demonstrate Intense Customer/Seller Focus and Highest level of Integrity, Intellectual Honesty and Strong Work Ethic.
• Be Sharp, Analytical and thoughtful.
• High Attention to Detail and proven ability to manage multiple Competing priorities Simultaneously.
• Should be able to work in flexible environment and setup for hybrid working.
• Excellent written, oral communication and presentation skills and the ability to express thoughts logically. Demonstrated active listening skills, highly consultative and solutions oriented.
• Flexible and an ability to deal with ambiguity and continuous change
• Detailed and precision orientated to ensure financial processes are sufficiently robust and executed in line with compliance and risk requirements

Education and Experience

• Tertiary education in the form of a degree (NQF7 or above in financial, business, science or engineering)
• Minimum 3 years’ work experience in card operational related roles
• A good understanding of the technology and commercials that support Card
• Comprehensive knowledge of payment systems
• Working operational experience with Mastercard and/or Paymentology will be an advantage