Cards& Alternate Channels Dispute Resolution Officer at Union Bank of Nigeria

About the job

• Ensure refund/settlement is processed within set time frames in order to delights customers.
• Maintain customer service standards to retain cardholder base by ensuring service provided is appropriate and taking prompt action to rectify problems/queries
• Review and authorize posting file from team members for processing and crediting of customers account for failed transactions.
• Reconciliation of individual processed file on electronic channels and ensure all outstanding are resolved within agreed timelines.
• Be vigilant to identify high risk areas and suggest necessary controls where possible
• Ensure all enquiries and complaints relating to card and channel transactions are responded to within defined SLA time frame to guide against customers dissatisfaction.
• Ensure settlement figures are validated for all card transactions done via ATM, POS and WEB
• Ensure that all processed transactions are reviewed for completeness, accuracy and validity to guide against errors
• Ensure proper adjusting entries are made for exceptions identified during call over exercise
• Ensure submission of volume statistics report and any other report as may be required