About the role
| | | | | | | | --- | --- | --- | --- | --- | --- | | 1 | Job Title Senior Authorization Officer | | Department Electronic Delivery RBG | | | | | Direct Supervisor | | Job Number RBG--299 | | | | 2 | Job Purpose | | | | | | | - 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. | | | | | | 3 | Dimensions | | | | | | | Operating Budget | | | Number of Staff | | | | Capital Exp. Budget | | | Other | | | 4 | 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 | | | | | | 5 | Operating Environment, Framework and Boundaries, Working Relationships | | | | | | | - 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. | | | | | | 6 | Problem Solving | | | | | | | - 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. | | | | | | 7 | Decision Making Authority & Responsibility | | | | | | | - 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. | | | | | | 8 | Knowledge, Skills and Experience | | | | | | | - 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. | | | | |
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