Senior Customer Service Officer.MGN Pak - CXC - Direct Banking Centre.Client Experience and Conduct Group-PAKCOE

Job Purpose:

• To look after all International / MB cardholders charge approval request from merchants.

• To provide assistance to merchants in their terminal problems by instructing them some steps, monitor and coordinate authorization unit staff activities. 

Key Result Areas:

• Processing manual authorization for MB / International cards, conveying response accordingly in order to allow merchants to accept or refuse the charge.

• Hot listing lost / stolen cards preventing from chances of fraudulently transactions.

• Activating, pin initializing for Credit / Electron cards to allow cardholder to use his card.

• Advising other banks to release CH blocked amounts which merchant doesn’t have claim on.

• Solving merchants POS terminals problems so that they can use terminals again, routing the calls to MSU if terminal to be replaced.

• Processing pickup cards and issuing rewards for the merchants that recovered pick up cards according to the Visa rules and regulations and recovering handling / reward fee from other issuers.

• Recovering telex charges for telex made to other issuer for their cardholders problem / transaction requests.

• Receiving ATM captured cards from CPS and sending to branches to return the cardholder.

• Creating MDC tape containing all data of transactions of merchants to interchange data with Visa / MasterCard, similarly sending Visa incoming advise to A-12 to process.

• Managing to enable 3D secure transactions notification to email for card holders.

• Managing to activate the Digital wallet activation request for cards holders.

• Managing Limit Increase/card activation/PIN rest for Corporate supplementary card holder.

• Arranging instant call back to royal family, VVIP & Corporate cards clients to advise them about transaction decline reason and handhold the client to facilitate the spend.

Knowledge, Skills & Experience:

• Business Graduate.

• Smart, communication skills, good listener, should have patience, computer literate (MS Word, MS Excel).

• Experience required but not specifically with bank, with any organization specially customer services side or in communication side.