Provides support in the day-to-day operations of the Merchant & Cardholder Services Unit of the Card Operations Department for routine cardholder queries, Loyalty Programs and manual cardholder payments as outlined in policies, processes and procedures guidelines.
OBJECTIVES
Provides support in the day-to-day operations of the Merchant & Cardholder Services Unit of the Card Operations Department for routine cardholder queries, Loyalty Programs and manual cardholder payments as outlined in policies, processes and procedures guidelines. Activities include investigating and resolving cardholder queries and closure of accounts, processing of all cardholder payment instructions received through mail, queries relating to the loyalty programs and payment to Loyalty Program Vendors in a timely manner with an emphasis on throughput/accuracy and repetition.
KEY RESPONSIBILITIES
Use complete understanding of features and services, and processes related to the Card Operations team to effectively and efficiently complete the following:
i. Investigation of cardholder queries
ii. Investigation of Loyalty Program cardholder and vendor queries
iii. Process payment to loyalty program vendors
iv. Process cardholders payments instruction received via mail and standing orders
v. Processing of financial and non financial entries required for closure and transferring of credit
card accounts.
vi. Assume other duties as assigned by manager.
Ensure policy, process and procedures as outlined in KRC are strictly followed.
Expected to process work volumes as measured through established service quality standards. ( e.g. Service Level Agreements)
Solid understanding and able to navigate through a variety of bank applications to complete incoming work.
Apply a continuous improvement approach to ensure that the Client Service Standards are met including the 4 Essentials of Customer Care (Warmth, Personal Attention, Helpfulness and Appreciation)
Provide professional, attentive and accurate service when dealing with requests, identifying and meeting client’s primary needs.
Demonstrate commitment to taking ownership & accountability of issues at first point of contact in achieving
Ensure decreasing trend in client/service partner error impact (“Doing it right the first time”)
Ensures adherence of Operations Risk, Compliance and AML policies, processes, procedures as per guidelines to mitigate operational risk.
Keeps up-to-date on all communications including changes to RBC policy and procedures, as well as ISL operations procedures, VISA & MC operating guidelines relative to transaction processing.
Supports the Senior Team Lead in the implementation of new processes initiatives
QUALIFICATIONS/EXPERIENCE
CRITICAL SKILLS