Senior Authorization Officer.CXC - RBG - Direct Banking Centre-Egypt COE.Client Experience and Conduct Group-MEGPCOE

Mashreq · EG

Apply on the company website

1

Job Title

Senior Authorization Officer

Department

Electronic Delivery RBG

 

Direct Supervisor

Job Number

RBG--299

 

2

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.

3

Dimensions

 

Operating Budget

Number of Staff

 

Capital Exp. Budget

Other

4

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.

  • Processing clients MOB fund transfer limit increase temporarily /permanent request across all segments

  • Managing all increase of the hold release request due to repeated IT incidents, where debit /credit card transactions

5Operating Environment, Framework and Boundaries, Working Relationships
 

  • Not allowed to approve transaction more than 5% of credit limit, deactivating cards, replacement, not allowed to reactivate card reported as lost if customer finds back.

  • MSU for terminal problem and other issues, MSD for merchant payment settlement issues, DRU for card holder disputed transaction issues.

  • TSD for Visa and its system problems, Support Center for system problems, CallCenter / MB for cardholders inquiries, Collection Department for cardholder inquiries for stopped card, Risk Management for Fraud transactions assistance, Customer Services Center for our cardholders.

  • Not allowed to change fund transfer limit increase without obtained approval as per singed  ADM.

6

Problem Solving

 

  • Less amount charged by merchant : contacting issuer through telex, requesting late application code.

  • Visa System Line Down : requesting authorization codes for merchants through telex from Visa in outage crises.

  • Calls : from other department MB CHs routed from other units for the cards problems and asking assistance.

  • Merchant : unsuccessful transmission problems : coordinate with Etisalat and Support Centre to rectify the problem.

  • Providing our findings to Customer Services center about the declined transaction due to technical error / reasons / systems problems.

7

Decision Making Authority & Responsibility

 

  • Releasing MashreqBank credit cards holders / staff hold amount.

  • Instructing merchants to delete their batch containing transactions when duplication.

  • Approving manual transaction 5% more than the credit limit.

  • Approving transactions more 5% than the credit limits which are declined to system error or customer paid in cash and system not updated after having receipt of cash deposit voucher through fax.

8

Knowledge, Skills and 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.

More jobs at Mashreq · Other jobs in Egypt