Desk Officer - Issuing Dispute Management at First Bank

Job Identification: 353

Job Description

• Carry out prompt resolution of dispute and customers’ complaints on dispense errors
• Monitor assigned complaints across digital channels are resolved within TAT
• Ensure all issues logged on CRM are closed considering the SLA with the customers.
• Ensure resolution of all second level electronic transaction complaints in the bank.
• Generate, collate and process issuing transactions files on daily basis for claims processed on behalf of the bank’s customers on Mastercard.
• Review chargeback processing to ensure other banks’ claims on FBN customers are genuine claims.
• Ensure timely and proper resolution of customer’s complaints of failed or fraudulent transactions on electronic channels (ATM, POS, WEB and MOBILE).
• Processing chargebacks on claims

Requirements
Education:

• Minimum Education: B.Sc / HND in any discipline, preferably a numerate discipline

Experience:

• Familiarity with electronic banking products is very essential as well as sound knowledge of excel and CSV files.
• Analytical skills and willingness to learn is key recruitment criteria.