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محاسب

Risk Manager

Description

The Group is one of the top esteem establishments in Doha Qatar, which began in 1997 with a solid foundation that has a book value of over 200,000,000/- Qatar riyals as of 2019. The Group achieved a healthy profit of 40,000,000/- last year in a challenging financial environment thanks to its structured & proven strategy of innovation new technologies & automation. 


1.Role Objective

•Internal Controls Manager the primary responsibility of this position is implementing, directing and overseeing the control and compliance program. The incumbent should be able to Lead, partner, collaborate and provide thought leadership on Regulatory Compliance and AML matters.
• The incumbent is responsible for aligning the Firms Compliance Program to international standards and ensuring its continuous enhancement to identify compliance risks. 
•Track and reflect the changes as issued by the relevant bodies, which are applicable to company policy.
•Monitoring Collection Department an ensure that the outstanding dues in good shape.
•Representing The Group Company with the External Auditors.

2.Detailed Roles & Responsibilities

FINANCIAL
•Provide Risk and Financial Crime compliance advice to the business and management on a range of regulatory issues, including process enhancements ,controls and new product developments
•Develop plans to mitigate risk and maintain compliance in daily business activities. 
•Responsible for conducting transaction-monitoring reviews, investigations, and reporting suspicious activity related to money laundering and terrorist financing (SAR filings).
•Design and conduct periodic risk assessments / compliance monitoring and testing, and thereafter produce reports and complete and close any corrective action plans to minimize any unforeseen financial loss for the company.
•Following up on the collection reports and calculate the provisions to mitigate the risk.

CUSTOMER
•Responsible for performing KYC/CDD/EDD on new customers and during periodic account reviews. Work with business units (branch personnel, financial advisors) to resolve account-opening issues, obtain necessary information during investigations and perform on going reviews of the KYC/customer. Follow up and track all documents required to satisfy new account requirements.
•Be first point of contact for the regulator and financial intelligence unit when submitting external suspicious activity reports
•Liaise with and report to regulatory agencies, as required
•Review all the transactions in the daily settlement file
•Report the suspected transactions to the card operation manager to report to visa or master-card as per their policy
•Review all the application process and confirm all the processed as per the policy, obtained higher management approval for the exceptions

INTERNAL
•Design and conduct periodic risk assessments / compliance monitoring and testing, and thereafter produce reports and complete and close any corrective action plans
•Assist and direct entity in the adequate implementation of the Compliance Framework and the Internal Control Framework and ensure their continuous embeddedness.
•Conduct daily review of all work by departments to verify that proper process & procedures are followed along with correct input of information including but not limited to Review all the visa and Master-card file processed daily and reconciled
•As & when required escalate to Group Chairman 
•Prepare reports for management and external regulatory bodies as appropriate.
•Ensure that new products and services as well as all new/ amended Group policies, manuals and procedures are applicable to the firm operations and are verified from a compliance perspective.
•Randomly check plastic card stocks and reconcile it.

LEARNING & DEVELOPMENT
•Keep abreast of regulatory changes which many affect organization business, as well as evolving best practices in PCI Compliance.
•Help implement the compliance training and monitoring plans and build compliance culture within the organization.
•Communicate the Compliance Monitoring Programs established to all business units and develop the guidelines for its adequate implementation and updates

KEY INTERACTIONS

Internal:
•Group Chairman
•Information Technology Division employees
•Card Operations
•Cards business
•Communication Department
•Legal Department

External:
•Suppliers & Subcontractors
•External Consultants
•Auditors
•QCB
•Visa
•MasterCard

COMPETENCIES, KNOWLEDGE AND EXPERIENCE

Educational Qualifications:

•Bachelor degree Business Administration or related field
•Proficiency in Microsoft Office    
•Professional certifications such as CFE/CAMS would be an advantage.

Experience:

•10 in field experience
•Strong English and Arabic language skills
•Knowledge of Internal Control & audits

Behavioral Competencies:

•Interpersonal Personal Excellence
•Leadership & Motivation
•Teamwork
•Powerful Communication
•Flexibility & Adaptability 

Card Operation Manager

Description

TheGroup is one of the top esteem establishments in Doha Qatar, which began in1997 with a solid foundation that has a book value of over 200,000,000/- Qatarriyals as of 2019. The Group achieved a healthy profit of 40,000,000/- lastyear in a challenging financial environment thanks to its structured &proven strategy of innovation new technologies & automation. 


1.Role Objective

Manages and assists with the back-office support activities of the card operations ensuring that financial transactions, policies, and procedures meet corporate needs and objectives.
Developing, coordinating and completing the implementation of The Group Finance card products, services and systems with the key Company departments and vendors.
Responsible for all aspects of card operations

2.Detailed Roles & Responsibilities

FINANCIAL
•Oversees General Ledger reconcilement function within the department to ensure compliance with requirements imposed by finance and audit areas of the Company.
•Coordinates with local and international vendors to monitor all vendor invoices for accurate billing amounts (fee assessments and transaction item counts) and resolves discrepancies on behalf of the The Group cards company.
•Actively participate in fraud monitoring of card related transactions in order to minimize the might be loss that maybe incurred by the company
•Manages card transactions reconciliation with proper & standardized cash back mechanisms in order to minimize revenue loss for the company
•Settle & reconcile all Visa & Master card against  The Group cards company accounts.
•Make sure that all the cards are embossed & delivered customer service on daily basis as per approved proces

CUSTOMER

•Acts as primary Company contact for all daily Card operational issues
•Generates and escalates periodic and requested reports ensuring accuracy and timely delivery.
•Interface with support/development personnel to achieve problem resolution. Simulate or recreate user problems to resolve operating difficulties to provide seamless services to customers.
•Communicate and consult with business, cross marketing ,operations, IT regarding any operations, business rules to achieve business goals in order to assist to increase the customer's overall satisfaction

INTERNAL

•Ensure the fraud monitoring process, analyze the operational risk and review the internal controls at card business. Recommend additional controls (new risk rules) and update the existing ones
•Performs other duties in line with scope of work and as instructed by the direct manager
•Supervises maintenance of On-line Control Systems for employee access. Ensures the appropriate levels of access to the systems are consistent with the job function/position within the department.
•Build & keep updated documentation for Card Operation department for all department related activities
•Heavily involve in Product testing (UAT) & in the product launch process  
•Reconcile blank plastic cards against embossed & balance the stock, if any short comings report to Internal Controller & Card Business Manager

LEARNING & DEVELOPMENT

•Oversees maintenance and updates to Credit Card Manual to ensure contents are accurate, current, and in compliance with audit recommendations.
•Maintains updated knowledge of rules, regulations and standards in the field and related matters of interest to the department
•Participate in training provided by company for standard card operation practices

KEY INTERACTIONS

Internal:
•Card Business Manager
•Information Technology Division employees
•Internal Control
•Internal Auditors
•Communication Department
External:
•Suppliers & Subcontractors
•External Consultants
•Auditors
•QCB
•Visa
•MasterCard
•Embossing vendors
•System vendors

COMPETENCIES, KNOWLEDGE AND EXPERIENCE

Educational Qualifications:

•Bachelor degree Business Administration or related field

Experience:

•5 in Card Operations Department
•Strong English and ideally Arabic language skills
•Knowledge of major Card systems

Behavioral Competencies:

•Interpersonal Personal Excellence
•Leadership & Motivation
•Quality Decision Making
•Teamwork
•Powerful Communication
•Flexibility & Adaptability 

Card Business Manager

Description

The Group is one of the top esteemestablishments in Doha Qatar, which began in 1997 with a solid foundation thathas a book value of over 200,000,000/- Qatar riyals as of 2019. The Groupachieved a healthy profit of 40,000,000/- last year in a challenging financialenvironment thanks to its structured & proven strategy of innovation newtechnologies & automation. 

1.Role Objective
Directs the planning, implementation, and administration of the Company’s Card Business, and  customer services to achieve maximum profitability with a minimum of financial risk and in compliance with statutory laws and regulations.

The activity includes developing, pricing and marketing products and services, card issuance achievement, effective risk management, efficient operations, quality customer service, vendor and processor relations, merchant Discount and overall business line profit plan achievement.

2.Detailed Roles & Responsibilities

FINANCIAL
•Develop & Maintain the high profitability of the cards business. 
•Develops the annual business plan for the Cards business ; working towards enhancing profit, sales, service, and the expansion and retention of card users as well as reducing cost and turnaround time. Ensure the overall business is in line with budget and plan.
•Develops new Card products and services. Prices and markets product effectively and manages and reduces operational risk/ cost .
•Responsible for the overall day to day management of the department ensuring the efficient functioning of entire card business including cards center and customer service.

CUSTOMERS
•Priority needs to be given to customers satisfaction in providing best & up to date services .
•Develops and ensures continued application of effective card issuance programs and procedures. Develops and implements effective risk management standards and polices. Ensures that the Company provides quality customers service.
•Executes and renews in coordination with the legal unit and as appropriate suitable agency / business agreements with Visa/ MasterCard and insurance companies safeguarding Companies interest.
•Maintain a good understanding of market competition and performance of the Company vis-�-vis market.
•Monitors and coordinates all activates between the Customers & Company to ensure seamless services to Customers for their satisfaction.
INTERNAL
•Works with marketing, sales, IT, operations units, branches and other relevant departments to develop objectives, awareness, and strategies to enhance card services, processing, performance tracking and market penetration.
•Responsible for the overall day to day management of the department ensuring the efficient functioning of entire card business.
•Receive & review new card applications, manage limit increases, card cancelation, card loss reports & secures approvals within the company policy & escalate to higher management as needed. 
•Participates in various cross-functional committee’s/teams discussions for multiple purposes such as ensuring quality & compliance of the organization.

LEARNING & DEVELOPMENT
•Executes and renews in coordination with the legal unit and as appropriate suitable agency / business agreements with Visa/ MasterCard/ Amex and insurance companies safeguarding Companies interest.
•Maintains updated knowledge of rules, regulations and standards in the field and related matters of interest to the department.
•Responsible for the budgeting and planning and setting of performance targets for the team and monitoring of the same
•Training Employees and maintaining their knowledge standards on cards business products.

KEY INTERACTIONS

Internal:
•Information Technology Division employees
•Operational  Department
•Internal Control
•Internal Auditors
•Communication Department
External:
•Suppliers & Subcontractors
•External Consultants
•Auditors
•Visa
•MasterCard
•QCB

COMPETENCIES, KNOWLEDGE AND EXPERIENCE

Educational Qualifications:

•MBA or equal degree in Business Administration or any related field

Experience:

•10 in Card Business Development
•Knowledge of Cards market
•Strong English and Arabic language skills
•Knowledge of major Card systems
•Experience in working in Cards Business

Behavioral Competencies:

•Interpersonal Personal Excellence
•Leadership & Motivation
•Building Strong Relationship
•Quality Decision Making
•Teamwork
•Powerful Communication
•Flexibility & Adaptability 

Customer Sector Manager

Customers Satisfaction Manager

Description

About the Company: Isnad Technology, a subsidiary of The Group Securities, specializes in the development of computer and mobile software.

Location: Egypt, Maadi Technology Park.

Benefits:

Stable work environment

USD Salary

Requirements to join the team:

Reside in Egypt

Pass technical and personal interviews

Map Location:29�58'13.9"N 31�17'00.2"E

Responsibility

  • Create policies and procedures that optimize the customer experience
  •  Review The Group systems and Identify inconsistent user interfaces.
  • Work with internal teams to provide feedback on The Group applications based on interactions with clients
  • Work with the technical team to report common user issues, suggest improvements and convey important feedback
  • Effectively communicate application features and product information for new releases and facilitate their adoption
  • Be the voice of the customer and provide internal feedback on how The Group systems can better serve our customers

  • Qualification

    • University degree
    • 5 years with application serve mass number of users
    • Experience in data analysis and data/business modeling
    • Outstanding communication, presentation and collaboration skills
    • Excellent written and verbal communication skills.
    • Outstanding skills in development of models and presentations in Excel and PowerPoint, and high proficiency in Word

Development Manager

Description

About the Company: Isnad Technology, a subsidiary of The Group Securities, specializes in the development of computer and mobile software.

Location: Egypt, Maadi Technology Park.

Benefits:

Stable work environment

USD Salary

Requirements to join the team:

Reside in Egypt

Pass technical and personal interviews

Map Location:29�58'13.9"N 31�17'00.2"E

Responsibility

Projectmanagement

  Plan, assign, and direct the activities of technical personnel involved in the design, development, testing, and systems analysis functions required to create new applications.

  Supervise and provide technical leadership for the application’s programming and software staff, including responsibility for hiring and conducting regular valuations.

  Suggests changes related to IT Applications procedures.

  

 Develop Application architecture and monitors its implementation.

Qualityassurance

  Ensure that user requirements are addressed efficiently and within agreed service levels.

  Review performance of applications development to ensure program efficiency, program documentation, and to ensure that output meets the needs of business departments.

Resourcemanagement

  Identify staff requirements in a timely manner and ensure the training and development of IT staff.

Be aware of recent IT trends that can add value to The Group.

  Follows-up the implementation of the IT Applications policies & procedures approved by management.

Reporting

  Provide technical information required in the preparation of annual budget figures, for the applications development, including needs for upgrading software and resources needed to ensure timely response to needs of business department.

  Prepares regular reports for the IT Committee showing functioning of the system, status of program development, and division needs.

 

Qualification

 

       University degree: Computer Engineering/Computer Science .

       10 years proven working experience in information technology project management sector.

       Solid technical background, in software development and Mobile development technologies.

       Experience in developing banking or capital markets systems.

       Experience in Change Management.

       Deep knowledge in the field of IT Applications and capital markets or Core banking

       Excellent people management, problem solving, and decision making skills.


      Demonstrated ability to effectively manage and communicate with a multi-cultural          and multi-national workforce.


     Excellent written and verbal communication skills.

          Strong working knowledge of Microsoft Office.

PMP / PRINCE II certification is a plus

VIP Customer Service Officer

Description

The Group Cards services is looking for the energetic candidates in the field of Customer Service,candidates having their previous experience in Customer Services may apply,Assist and maintain service relations with clients and other offices.

Role Summary: The role of the VIP Customer Service Officer is primarily to be the first point of contact for any in branch for The Group for cards services VIP clients. You will provideassistance with all day to day client enquiries and provide the appropriatesolution. Working as part of the Branch team towards the overall sales target you will promote and market cards products in a compliant manner.

Role Description: Your core responsibility is to provide excellent, efficient and compliant high end customer service. You will take the time to understand the high end individual client’s situation providing you with enough information to make informed recommendations with regard to Cards products and services.Processing applications for various products and services you will quality check and assist VIP clients wherever possible. Whist providing excellent sales through service, will maintain the highest level of compliance in your day today practice, recording where appropriate for internal and external audit purposes.

 Responsibilities:

      Inquiries and requests on cards products and services applications and internet services.

      Receive and respond to VIP customer’s account inquirieson; account balances, transaction details, statements and fees and charges…etc.

      Promote products and services.

      Identify customer needs.

      Perform duties in line with the organization’s policy and procedures, service standards and code of practice. Should operate within their level of authority and responsibilities.

 

 Required Qualifications

     3 years 'experience in customer services in banking/financial companies.
 Strong relationship and communication skills to ensure proper customer interaction.
 Analytical, quantitative mindset with a keen attention to detail.
 Must possess a high level of computer skills to effectively use multiple systems.
 Ability to work on routine tasks both independently and with the team.
 Willingness to adapt to a constantly changing, customer-driven work environment.
 Comfortable taking initiative while quickly grasping concepts, processes, and ideas.
 Knowledge of card networks ‘Operating Regulations.
 3 years of experience of branch VIP customer service in a major banking institution is advantageous.
 Bachelor degree in: Business, Finance & Banking or Accounting or any other related field
 
   Knowledge and Skills:
o AML techniques.
o Fluent Arabic/English language.
o Branch securing.








Operations Senior Officer

Description

The Group Cards Services is seeking a credit card operation Senior officer to join cards team. If you are motivated by wanting to help partners and merchants be successful, and enjoy being able to apply your experience and expertise to solve key challenges such as maintaining cards operations TAT, then this is the role for you.

Responsibilities:

•Credit Analysis of applicants and deciding on card approval. 
•Decision making on Credit Limit Increase on existing card 
•Maintaining cards operations TAT 
•Preparation of Business Requirement Document for the New Business. 
•Liaise with programs team for Standardization of workflow & Process improvement. 
•MIS reporting to clients and Quality Control 
•Credit/Debit adjustments. 
•Help desk; reply on customer service & call center inquiries 
•Trained on Customer Service, Call Center Collections, Dispute & Fraud. 
•Resolving customer queries/requests related to payments, change of address, disputes handling and resolution, working on payment arrangement and cancellation of account 
•Trained on Credit card cycle, Authorization, Clearing & Settlement, Chargeback Methodology 
•Fraud monitoring to prevent card fraud and misuse. 
•System/Process training for employees 
•Understanding Visa/Mastercard regulation such as (Arbitration/Pre Arbitration) for chargeback operations 
•Blocking / Unblocking of Credit cards. 
•Instalment monitoring 
•Loyalty program monitoring. 
•Product upgrades / downgrades. 
•Monthly card Renewal process. 
•Processing of changes in Static data / mailing address / Contact etc. 
•Physical Credit Card applications received from frontend Sales team to ensure KYC compliance and ensure processing within TAT. 
•Quality checks of Card applications captured on Fawri application. 
•Help desk reply on customer service & call center inquiries, complaint Management - managing Credit Card complaints received by the call center or customer service from Regulatory and Statuary authorities. 


•To lead a team that process Customer's application forms received through various channels Involves Swaps/Upgrade of cards to various card types. 
•To lead a Centralized Customer Correspondence team for Card Closures, Address changes, non-financial changes, Fee related Queries, Credit limit increase / decrease, Reversals, temporary credit booking, Emi conversion, Line consolidations, Reinstatement of credit cards, rewards redemption etc. 

Required Qualifications  :

•At least 5 years’ experience in credit cards operations at a respectful bank. 
•Strong relationship and communication skills. 
•Keen attention to detail. 
•Must possess a high level of computer skills to effectively use multiple systems. 
•Ability to work on routine tasks both independently and with the team 
•Quickly grasping concepts, processes, and ideas. 
•Knowledge of card networks’ Operating Regulations. 
•Bachelor degree in: Business, Finance & Banking or Accounting or any other related field .

Senior Java Developer

Description

About the Company: Isnad Technology, a subsidiary of The Group Securities, specializes in the development of computer and mobile software.

Location: Egypt, Maadi Technology Park.

Benefits:

Stable work environment

USD Salary

Requirements to join the team:

Reside in Egypt

Pass technical and personal interviews

Map Location: 29�58'13.9"N 31�17'00.2"E  

     Responsibility

The candidate will be responsible designing, coding, developing unit tests and documenting software specifications throughout the project life cycle

Qualification

  • University degree: Computer Engineering / Computer Science.

  • 5 years proven working experience.

  • Having Excellent Experience in Java, J2EE working with JSP, Servlet, Struts, Spring and EJB.

  • Tibco Experience is plus.

  • Having Excellent Experience in Database (Oracle, MySQL)

  • Having Excellent design and analysis skills

  • Having Excellent Experience in UML

  • Having Good Experience in HTML and JavaScript.

  • Having Excellent Experience in AJAX & JavaScript.

  • Having Excellent Experience in XML and XPath.

  • UNIX is preferred.

  • Fluent in Arabic and English Language.

Senior Test engineer

Senior UI and UX Developer

Senior Android Developer

Senior .Net Developer

Senior Graphic Designer

Senior IOS Developer

Senior Project Manager

Operation Support specialist

Description

Roles and responsibilities
1- Monitor all systems using monitoring applications .
2- Take corrective actions that needn't software development - like starting stand by systems .
3- Help in searching the causes of the problem using logs and services status .
4- Daily procedures related to system operations .
5- Work as first level support for the systems .
6- Provide daily reports about system errors or problems .
7- Create , follow up and co-ordinate between Business , Development , Quality and Operations for New changes through the change management policy .
8- Report , follow up system problems until solved .
9- Ensure accurate monitoring, logging, metrics, and alerting of Systems.
10- Document all operational functions and maintain updated operational manual .
11- Continuously search ,test alternate solutions and new technologies to enhance system and business performance.
12- Manage the SLA's with vendors and institutional clients .


Job Requirements

1 - B.S. Computer science  .
2- 4 years experience with software and information systems .
3- 1 year experience with trading or financial systems .
4- knowledge of SQL and programming ,Preferred if having Oracle DB experience .
6- Familiar with Support levels/ structure as per ITIL and best practice ,preferred ITIL certified .
6- Strong project management skills , preferred PMP certified . 
7- Experience with systems monitoring and tuning .
8- Ability to analyze the business needs and process workflow in order to solve problems.
9-Preferred if having Unix (HP-UX ) or Linux experience .
10- Strong communication and analytical skills .
11- Strong Troubleshooting and problem solving skills .
12- Very good Arabic and English .

Technical Support

Servers Department Manager

Network and Terminals Department Manager

Description

 Follow-up technological developments in the field of technical services and provide proposals for developing and updating data rooms and components according to the best prevailing technological levels.

    Setting strategic development plans and assessing budgets related to maintaining the requirements of operation/ renovation / modernizing the technical infrastructure, tools and means of technical work to be presented at meetings of the technology sector council for approval.


   Developing mechanisms and operational plans for the management of technical services mechanisms, systems of communications, networks, data rooms,devices and accessories.

        Ensuring the quality of the technical infrastructure services at The Group.

Coordination with the Risk Committee at The Group to evaluate and assess the operational risk related to technical services and propose solutions to reduce   risks.


Direct responsibility for distributing tasks and following up work teams in charge of communications, networking systems,servers, desktop computers, printers and accessories.

        Implementing The Group policies regarding the department procurement of various needs of hardware, software and following up the process of delivery from suppliers and installation.

        Management of internal technical support system and the following up the external support level through service providers.


        Management of the daily technical operations according to the steps laid down and the standard mechanisms.

        Provide suggestions for updating the components of the data rooms, technical infrastructure and networks stemming from the daily operation of the components in accordance with best practices

        Monitoring compliance with the IT security standards in accordance with the international standards, policies and procedures.

        following up the implementation of contracts with suppliers and providers of technical services to insure the irdelivering   services according to the service level agreement.

        Ensure highest level of confidentiality to protect company and customers’data.

        Adopting requirements of systems users  in terms of the technical resources of The Group.

        Responsibility for maintaining data backups and restoring them when needed.

Participate in IT Sector meetings which aim to coordination

gthe sector works and implementing development projects.





VII Officer

Maintenance Engineer (In charge of the building)

Senior Chargeback and Fraud Analyst Officer - Credit Cards

Description

The Group is seeking a Senior Chargebacks and Fraud Analyst for its Payment Operations team.  If you are motivated by wanting to help partners and merchants be successful, and enjoy being able to apply your experience and expertise to solve key challenges such as keeping losses down, then this is the role for you.

 

As a Senior Chargebacks Analyst, your goal will be to improve the overall win rate of the chargebacks coming in. Handling and responding to chargebacks, inquiries, draft retrievals etc. will consume a good portion your day on the job. This individual will play a critical role in establishing key operational processes and procedures for chargebacks handling globally. You will be called upon to share your deep insights by other teams such as account management, customer delight etc.

Responsibilities:

         Review transaction information and chargebacks filed with various card brands, processors, and gateways

         Process credit card inquiries, retrieval requests, chargebacks, disputes via ticketing system and payment portals

         Research and compile evidence to validate transactions to submit to processors for re-presentment

         Manage queues of dispute activity to ensure all timelines are met for proper response to acquirers.

         Consult with Customer Delight, Risk, Product and other internal teams as required.

         Monitor, evaluate and respond to chargeback claims

         Apply risk management policies and procedures to help manage and minimize losses

         Maintain strong working knowledge of card network processing and regulations

         Respond to inquiries from internal and external customers regarding chargeback process, requirements and case status

  • Identify fraud trends through multiple sources, complete link analysis activities to prevent fraud.

  • Complete reports, dashboards, internal and external presentations to demonstrate investigative and analysis results

  • Support internal quality checks though audits and account reviews

  • Responsible for opening all production floor Service Desk Tickets where applicable.

  • Work as a subject matter expert, assisting your team with difficult scenarios and provide guidance to ensure calls and cases are handled correctly to achieve first contact resolution.

  • Respond to client requests for information pertaining to escalated dispute/fraud claim as it progresses through the case lifecycle

  • Identify potential fraud trends through effective case management for analysis and review by the fraud team.

  • Report on each fraud type as required

  • Analyze data and utilize tools and resources to perform trending analysis in relation to fraud cases.

  • Report customer feedback by adhering to established escalation matrix.

  • Mentor employees on procedures and systems related to chargeback lifecycle

  • Complete production work for Fraud Analytics as required

  • Adhere to Quality Standard Guides defined by the client.

  • Adhere to requirements and controls in relation to PCI standards.

  • Adhere to all service level agreements outlined by the client.

 

Required Qualifications

         At least 4-5 years’ experience in chargebacks & investigations in payments industry

         Strong relationship and communication skills to ensure proper customer interaction

         Analytical, quantitative mindset with a keen attention to detail

         Must possess a high level of computer skills to effectively use multiple systems

         Ability to work on routine tasks both independently and with the team

         Willingness to adapt to a constantly changing, customer-driven work environment

         Self-starter and comfortable taking initiative while quickly grasping concepts, processes, and ideas

         Knowledge of card networks’ Operating Regulations

         Bachelor degree in: Business, Finance & Banking or Accounting or any other related field


After Sales Service Officer - Credit Cards

Description

To run the day to day customer care, operations, & complaint of the branch through the development of a highly developed and motivated sales and service culture ensuring the achievement of all financial and non-financial targets in line with The Group for cards services objectives and required standards 

Responsibilities:

ACCOUNTABILITIES
Planning and Reporting: Prepare the branch sales plan and staff target allocations and to monitor, track and analyze the sales report, branch performance and customer attrition to achieve the assigned financial targets.
Sales and Service Support: Lead and motivate the branch team members to perform all sales and service related activities for existing and walk in customers to group securities.
Ensure that all customer queries and service requests are processed and delivered within the agreed service level turnaround time; identify potential business acquisitions and actual sales growth opportunities.
Customer Support: Monitor and assess the efficiency of the branch workflow in regards to internal and external customer expectations, service levels, waiting times and turnaround times for service requests.
Monitor card activation & usage.
Monitor cancelation.
Continuous Improvement: Manage and motivate the team to ensure they contribute to, and participate in, the identification and implementation of change initiatives, programmers and projects in line with the group for cards services standards

Policies, Processes, Systems and Procedures
Implement approved departmental policies, processes and procedures, and ensure employee adherence so that work is carried out to the required standard while delivering the required standards of service to customers and stakeholders.

Administrative work:
Process Beginning & End of Day transactions and reports.
Responsible for Customer Advisors transactions, control & check related documents/contracts.
Responsible for Quality Assurance and validation.
Monitor that Standing Orders were executed on time.
Perform Spot checks 4 times a month.
Ensure Database consistency for clients’ accounts.
Supervise cash/plastics to/from the Main Vault.
Delivery of pins (all kinds of cards).
Check & control all canceled credit cards performed by the customer service officers, & call center.
Monitor all archiving transactions done in the branch.
Monitor all transactions related to delinquent customers.
Process the re-activation of dormant accounts, & in-active accounts (x, z)
Follow up audit recommendations.
Follow up dues.
Follow up daily reports.
Conduct the tasks of customer service manager in case of his absence and upon the authorities granted to after sales officer.
Commercial:
Maintain and develop cards related functions in order to meet the group for cards services targets.
Attract new customers.
Promote cards products and services.
Segmentation.
After sales cards activation.
Quality:
Ensure the implementation of the basic reception criteria (smile, patience, welcoming…), the behavior (formal costume, no-smoking, food…) and the availability of the counter staff.
Ensure the quality of customer service provided from the team.
Ensure the availability and the maintenance of the embossing machines.
Ensure the appropriateness of the general appearance of the branch and the staff.
Ensure the hygiene of the external status of the branches (logos, wall cleanliness, entrance door…).
Ensure that incoming & outgoing calls are being handled in a professional way to meet clients' requests.
Make sure that all brochures and commercial adds are well positioned for clients.
Follow up on client’s complaints.

Security:
Responsible for the Elite and sensitive accounts.
Responsible for keys & combination hand over between employees.
Monitor Operational risk and compliance for all entries & transactions.
Check all contracts, & cheques filled by customer service & customers.
Skills
Management Skills.
Team worker.
Customer-oriented
Negotiation and Problem Solving Skills.

Required Qualifications
At least 4-5 years’ experience in senior customer service position in a financial institution.
Strong relationship and communication skills to ensure proper customer interaction.
Analytical, quantitative mindset with a keen attention to detail.
Must possess a high level of computer skills to effectively use multiple systems.
Ability to work on routine tasks both independently and with the team.
Willingness to adapt to a constantly changing, customer-driven work environment.
Self-starter and comfortable taking initiative while quickly grasping concepts, processes, and ideas
Knowledge of credit cards products, quality control, & customer retention.
Bachelor degree in: Business, Finance & Banking or Accounting or any other related field

Call Center Representative - Cards security

Description

We are looking for a Call Center Representative that will be the liaison between our company and its current and potential customers. The successful candidate will be able to accept ownership for effectively manipulating customer issues, complaints and inquiries keeping customer satisfaction at the core of every decision and behavior.


Job duties:

  • Manage large amounts of inbound and outbound calls in a timely manner
  • Follow communication “scripts” when handling different topics
  • Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
  • Seize opportunities to up-sell products when they arise
  • Build sustainable relationships and engage customers by taking the extra mile
  • Determines requirements by working with customers.
  • Answers inquiries by clarifying desired information; researching, locating, and providing information.
  • Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
  • Fulfills requests by clarifying desired information; completing transactions; forwarding requests.
  • Sells additional services by recognizing opportunities to up-sell accounts; explaining new features.
  • Maintains call center database by entering information.
  • Keeps equipment operational by following established procedures; reporting malfunctions.
  • Updates job knowledge by participating in educational opportunities.
  • Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
  • Meet personal/team qualitative and quantitative targets
  • Cards operations: urgent limit increase, suspend cards, monitor fraud, report fraud, take actions on fraud cases, and support card holders with all cards features & benefits inquiries.

Skills and Qualifications:

  • Customer Focus, Customer Service, Data Entry Skills, Listening,Phone Skills, Verbal Communication, Building Relationships, People Skills,Interpersonal Savvy, Problem Solving, Multi-tasking
  • Previous experience in a customer support role.
  • Strong phone and verbal communication skills along with active listening
  • Strong relationship and communication skills to ensure proper customer interaction.
  • Familiarity with CRM systems and practices
  • Customer focus and adaptability to different personality types
  • Ability to multi-task, set priorities and manage time effectively.
  •  Analytical, quantitative mindset with a keen attention to detail.
  • Must possess a high level of computer skills to effectively use multiple systems.
  • Ability to work on routine tasks both independently and with the team.
  • Willingness to adapt to a constantly changing, customer-driven work environment.
  • Knowledge of credit cards products, quality control, & customer retention.
  • Bachelor degree in: Business, Finance & Banking or Accounting or any other related field.

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DIAL   4448 7222

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