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Fraud Alerts Clerk
Location:Mackey Street Credit Card Center
Job Type:Credit Card
FT/PT Status:Regular Full Time
  

Major Responsibilities:
This position reports directly to the Fraud Alert/Chargeback Supervisor and indirectly to the Assistant Manager Card Services.
To maintain a Customer Service environment that will enhance the level of service given to our Mastercard, Reloadable Prepaid Accounts, Visa and Online Banking (FDA) customers. To ensure Chargeback cases are actioned and followed as per Visa and Mastercard Operating Guidelines and incoming Fraud Alerts for all card products are reviewed and maintained daily.


 ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Responsible for clearing GLs 15368, 15369 & 10840 liaising with the Financial & Business Planning department as necessary.

2. Responsible for handling all MasterCard, Reloadable Prepaid Accounts and Visa Debit disputes are processed within the established timelines (2 days) to prevent loss and forward to the AMCS for review on a weekly basis.

3. Ensures the logging and monitoring of all Chargebacks to ensure proper follow up is in place with Cardholders.

4. Prepares all correspondence to Cardholders and ensures supporting documents are received from clients for all investigations.

5. Prepares all entries related to Chargebacks for approval by Management.

6. Ensures all fraud customers are notified in a timely manner.

7. Prepares maintenance for approval, ensuring all relevant documents are attached.

8. Responsible for handling all customer concerns, queries and requests. Ensure customer complaints/requests are resolved in a timely manner.

9. Ensures established telephone greeting and handling guidelines are adhered to at all times; ensures customers are properly identified before disseminating information.

10. Responsible for handling all customers, including walk-in customers, concerns, queries and requests.

11. Maintains a high level of customer service as expected and outlined by the Bank.

12. Review daily fraud related reports, including EnFact (Client Central) Mastercard and Reloadable Prepaid Accounts daily alerts.

13. Ensures Monthly Chargeback Report is properly maintained and up to date.

14. Submits monthly chargeback data in a timely manner for the Department’s monthly reporting to Operations.

Qualifications, Skills and Experience:
Minimum of 5 B.G.C.S.E.'s with C and above, including Mathematics and English
Strong customer service skills and commitment to Service Quality
Great listening and communication skills 
Keen attention to detail with the ability to produce error free work
Professional personal presentation
Excellent punctuality and attendance record
Highly confidential in nature
Excellent organizational and time management skills
Strong interpersonal skills
Ability to interact with others in a respectful, professional and cordial manner
Stress management skills. Not easily overwhelmed.  Able to multi-task in a fast paced working environment while maintaining efficiency and accuracy 
 

Personal Attributes:
The successful candidate must maintain confidentiality, use sound judgement and perform independently while performing assigned duties They must also demonstrate the following personal attributes:

Maintain standards of conduct
Display characteristics of honesty, integrity and sound work ethics
Be respectful
Be flexible
 

Remuneration Package:

Commonwealth Bank is a Great place to work! We offer an exciting work environment with the opportunity for growth and development. We also offer a competitive compensation package, reflecting the successful applicant’s experience and qualifications, including a performance based incentive plan, health, vision, dental and life insurances and a pension plan.

"Commonwealth Bank sincerely thanks all applicants for their interest in becoming a part of our team, however, only those applications being considered will be contacted."