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

Senior Authorization Officer

Department

Electronic Delivery RBG

Direct Supervisor

Job Number

RBG--299

• 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.

Dimensions

Operating Budget

Number of Staff

Capital Exp. Budget

Other

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

• 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.

• 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.

• 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.

• 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.