Charge Back Analyst at ABSA | April 2024

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Job Summary

Purpose of the role:
 Analyzing Disputed card transactions (chargeback’s) and making decisions based on the Schemes (visa, Amex $ MasterCard etc.) rules and regulations as well as per schemes prescribed time scale.
 Ensuring minimal or nil bank exposure /losses due to delays or processing of disputed card transactions that’s not in line with the Chargebacks rules and procedures.
 Processing Chargebacks, Pre-Arbitration, Arbitration, Pre-Compliance and Compliance cases against the bank and eliminating loss emanating from these cases.
 Initiating good faith, Pre-Arbitration, and arbitration cases in Favour of Absa Bank Tanzania Ltd.
 Work hand in hand with the team leader to identify risk and help in implementing controls in the investigating process of card transaction.
 Support Absa Africa Card business

Job Description

Main accountabilities and approximate time split

Processing UPI, MasterCard and Visa chargeback’s 70%

• Receiving incoming chargeback’s reports and ascertaining their correctness of the entries.
• Analysing received chargeback and making decisions that will transfer the disputed debit to the Issuer, Merchant, or our P& L.
• Checking out large amounts chargeback and giving them high priority.
• Diarizing & following up outstanding Chargebacks for action.
• Raising history sheet for all fresh chargeback and reviewing diarized, outstanding Chargebacks for action.
• Educate/familiarize yourself with the Visa, MasterCard & UPI Chargeback procedures, Absacard procedures & On-line operating systems for proper processing of chargebacks.
• Matching chargeback with retrieved documents and those from issuers.
• Raise Pre –Arbitration, Arbitration cases.
• Monitor and respond to incoming Arbitration, Pre-Arbitration and Pre-Compliances cases.
• Balancing & Monitoring Chargeback suspense accounts
• Close customer queries as per Absa policy
• Resolve card holder issues in a timely manner.
• Monitor and close cases on BOC.
• Continuously challenge the status quo for improved efficiency

Visa, UPI and MasterCard online 15%

• Logging into Visa, UPI and MasterCard online and download all incoming docs and print them- where necessary.
• Scan all represented documents and upload them to the issuer.
• Print all incoming Pre-Arbitration, Arbitration and Pre-Compliance cases

Self-5%

• Agree performance development objective with the team leader.
• Pursue self-development to increase personal effectiveness, acknowledging strengths and areas for development

Risk and Controls Objectives

• Develop a deep understanding of the process and risk within the Cards Business as a whole.
• Ensure that there is regular reading of current manuals and procedures from Visa, UPI and MasterCard to be able to deal with the duty.
• Proper processing of Chargebacks as per strict rules, regulations & timeframes.
• Regularly monitoring of the schemes operating systems (i.e. Visa online, MasterCard on-line etc.) for monitoring and controlling performance on downloading of issuer documents, submission of represented chargebacks, outstanding Arbitration and Pre-Arbitration cases.
• Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal Absa Policies and Policy Standards.
• Understand and manage risks and risk events (incidents) relevant to the role.

Technical skills / Competencies

Competencies:

Skills & Competencies

• People leadership – including strong communications, coaching and people development skills.
• Planning & Organizing
• Effective interpersonal skills (questioning and listening)
• Outstanding Customer Service
• Enthusiastic and customer focused attitude
• Adaptable to and able to lead change.
• Performance Management

Essential and preferred Experience

Essential

• Understand of Absa Africa Strategy, operating structure and interfaces with other function
• Good understanding of full range of Absa Africa service strategy
• Banking risk and compliance approaches
• Banking products, processes and services
• Customer service standards
• IT literate

Preferred

• Knowledge of card business
• Fast learner

Absa Values

Absa’s Values and Behaviors represent the set of standards which governs the actions of all of us who work for the bank and against which the performance of every one of us in Absa are being assessed and rewarded:

Trust

• Resourceful
• Inclusion
• Courage
• Stewardship

Education

Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)