Staffwise

 

To support any and all customer or merchant queries as received telephonically, via post, email or fax, in a time efficient, cost effective, information accurate and most importantly, customer friendly manner.

 

· Perform configurations on POS machines to prepare  them for  installation

· Capture merchant information on acquiring Systems.

· Prepare Association Quarterly reports (Visa and Master card) and submit these within SLA.

· Perform reconciliation on Card Acquiring accounts.

· Prepare monthly POS Utilisation reports and submit these to management.

· Support the chargeback process, ensuring requested vouchers are submitted to the chargeback team.

· Identify and remedy POS revenue leakage ensuring all POS fees are collected.

· Sell POS services to potential Merchants in the absence of Merchants’ Relation Managers

· Telephonically attend to POS technical problems; troubleshooting and reporting unresolved calls to the Relation Managers

· File Merchants Agreements, with attachments, resolved queries and all merchant correspondence.

· Ensure all written correspondence received (mail, email or fax) is responded to within 1 day.

· Ensure all queries received are resolved within the agreed service levels.

· Ensure all received customer calls are answered within 3 rings.

· Provide an effective and efficient telephone enquiry service to customers, merchants, Stanbic Branches and Head Office.

· Ensure the queries pending report is monitored and cleared daily to ensure customer feedback within the SLA is maintained.

· Ensure that the defined “Customer Security Check” is completed with every interaction with the customer.

· Ensure all calls / correspondence received is accurately recorded for MIS purposes.

· Ensure appropriate MIS is produced, considered consistent and reliable, and made available to management.

· Ensure that defined and agreed scripts as well as business procedures are followed / adhered to.

· Ensure all customers are dealt with appropriately and professionally. (in terms of tone of call and response provided)

· Know and understand the different Card Products and Merchant Products offered to our customers. Ensure you keep yourself updated as the products change.

· Ensure you escalate customer queries to the Team Leader / Manager for resolution, appropriately.

· Ensure tools required for normal business is in working condition.

· Ensure any system issues are immediately escalated through the appropriate channels.

· Ensure service levels agreed to are met or are above standard.

· Timorously identify risks and opportunities

 

· All queries to be resolved within agreed service levels.

· All queries received to be correctly recorded for MIS purposes.

· All interaction with customers, merchants, branch or head office to meet minimum and agreed service standards (i.e. Introduction, tone of call, quality of information provided etc)

· Improve Card Customer & Branch Satisfaction Levels

· Performance aligned with agreed service levels.

· All incoming calls to be answered within 3 rings.

 

 

· Minimum educational qualification : Relevant Business Degree

· Some knowledge of the bank’s products and services

· Sound Credit Card specific knowledge

· Computer literate (MS office)

 

· 1-2 years experience required in the Financial Services Industry, preferably Credit Card background.

· Previous exposure (at least 1 year’s worth) to customer servicing activities