Job Description

To provide relevant financial query support to merchants related to settlement, billing and merchant customer queries.

• Make decision to reprocess the unsettled transactions.
• Monitor and analyse system rejections, investigate unsettled transactions and based on results make the decision to release or delete the transaction in line with the operational policies and procedures.
• Effectively monitor control rejections and investigate trends in rejections to determine if it is system related or related to client errors and determine correct process to resolve the rejections within service level agreement (SLA) to ensure no financial impact to the business or to the client.
• Initiate incident management processes where there are issues that require further investigation.
• Submit feedback to merchant on a continuous basis and once reconciliation is completed.
• Recalculate and process the general ledger (GL) for payment to the clients DDA accounts and/ or cardholder account.
• Extract daily reports relating to financial debit card queries and determine if transactional query is valid and capture transactions on relevant systems to release funds to non-banked cardholders.
• Investigate queries received from other issuing banks logged via the relevant systems with regards to funds that are due to merchant services (MS) clients.
• Execute on recovery processes for failed collection and/ or debits which are categorised as commission fees, device rental fees, refunds, chargebacks, lost and stolen device and minimum Merchant Fee charges.
• Report on and escalate unrecovered funds to the relevant stakeholders and provide clear details on failed collections.
• Negotiate repayment terms (i.e. agreement of date (AOD) and value) with merchant and document agreements in terms of the payment method with the customer as and when required.
• Monitor AOD and handover to Financial Query Specialist for legal proceedings.
• Perform reconciliations on the customer billing queries related to commission and terminal fees and make a decision to refund the customer and/ or effectively communicate to customer with regards to the reconcialition results and ensure no loss to the business.
• Liaise with relevant stakeholders to update data on the system.
• Escalate queries to Financial Query Specialist as and when required.
• Liaise for Fraud stakeholders to determine validity of the rejected fraud controls and action according to feedback received.
• Reprocess deleted transaction where decision was made in error.
• Produce high quality work by adhering to predefined standards and procedures and in accordance with compliance and governance standards.
• Work with enhanced processes and procedures to maintain operational efficiencies.
• Deliver work in an accurate manner to ensure consistent results.
• Draw on knowledge and experience to identify and develop solutions that leads to improved service delivery and quality.
• Contribute to cost efficiencies through responsible utilisation of work-related resources.
• Deliver customer service through adherence to quality service standards.
• Build and maintain stakeholder relationships.
• Perform customer reconciliations of expected settlements against actual and determine mismatches between settled vs unsettled transactions.
• Adhere to quality standards, turnaround times and Company policies and procedures.
• Complete relevant administration, reporting and updating of information accurately and on time.
• Identify and utilise opportunities to assess and improve own performance.
• Contribute to teamwork and inclusivity within own team.

Qualifications and Experience

• 1-3 Years Relevant Experience (Accounting and Financial Intelligence)
• Matric
• 3 Year Qualification (Preferred)

**Job Details

Application Closing Date

26/09/24

All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.