Job Purpose Summary::

The incumbent is mainly responsible assisting the Manager Card Center Customer Service to achieve the set objective and to provide efficient, friendly and quality service to cardholders and merchants. The incumbent will also ensure to educate the cardholders & merchants the use of latest technologies (viz. chip card, contactless, mobile payments).

Essential Duties & Responsibilities by Dimensions::

• Shareholder & Financial:
• Act as a problem solver for cardholder and merchant by liaising the activities between branches and operations.
• Assist the Manager in providing training to customer service representatives of branches at regular intervals to enforce procedural requirements which in turn increase customer satisfaction.
• Provide training to Customer Care Centre, Branches and DSA’s.
• Recommend change in card processing process to improve customer services, reduce customer complaints and increase satisfaction level.
• Implements KPI’s and best practices for Associate, Card Center Customer Service
• Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank.
• Act within the limits of the powers delegated to the incumbent.
• Customer (Internal & External):
• Responsible for sensitizing the department to the needs of the customer and lead the customer focus initiative in the entire department.
• Negotiate and finalize Service Level Agreements (SLAs) with internal departments/ units to achieve improvements in turnaround time which will also help increase external customer satisfaction.
• Build and maintain strong and effective relationship with the all other related departments and units to achieve the Group’s goals/ objectives.
• Provide timely and accurate information to the external and internal auditors and the Compliance function as and when required.
• Enhance relationships with VISA and MasterCard and other brand affiliates (including alliance partners for reward programs).
• To assist customers in all their queries on Bank’s product and seek solution to their requests.
• Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn-around time.
• Ensure consistent delivery of customer satisfaction and problem resolution, either directly by card center staff of through liaison with other departments.
• Monitor performance against the agreed TAT as specified in internal SLAs.
• Learning & Knowledge:
• Possess a good knowledge of the card & merchant acquiring business and its related risks together with a good knowledge of operations and controls.
• Identify areas for professional development of self, and accordingly
• Proactively identify areas for professional development of self and undertake development activities.
• Seek out opportunities to remain current with all developments in professional field.

Education/Experience Requirements::

• Bachelor degree University graduate preferably with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study),
• No years of experience required