Assistant Manager - COG/Cards & POS Operations Dept.
Banque Saudi Fransi
Total years of experience :29 years, 5 Months
Responsibilities:
Credit Card Operations Management:
• Oversaw all operations related to card services, point-of-sale (POS) activities and acquiring activities within the bank.
• Managed all aspects of card operations, including issuance, activation, blocking, re-issuance, and customer service related to card products (debit, credit, prepaid).
• Managed POS operations, including merchant onboarding, terminal deployment, transaction processing, and settlement.
• Monitored and ensured compliance with internal policies, procedures, and regulatory requirements governing card issuance, POS operations, and payment processing.
Cardholder Claims and Disputes Management
• Investigated and took suitable action concerning cardholder claims and disputes related to credit card charges promptly.
• Resolved submitted claims within stipulated time frames after conducting thorough investigations; ensured timely updates to cardholder claims throughout the resolution process.
Credit Card Account Reconciliation
• Reconciled credit card statements with related credit card accounts to address discrepancies in balances (out-of-balance CC accounts) arising from various reasons.
• Identified missing entries causing imbalances and post adjustments accordingly to regularize CC account balances.
Chargeback Unit Coordination
• Worked in Chargeback Unit in COG/Operations (Cardholder/MasterCard) from requesting a copy of the sales slip from Merchants’ bank through MasterCom until the second Chargeback cycle.
• Monitored and managed chargeback schedules, printed necessary documents, prepared merchant letters and facilitated communication with BSF Merchants & POS departments.
Refund Management and Merchant Services
• Initiated actions related to refund claims received from various departments and divisions, including branches, regional management, contact center, collections division, card operation and card security department.
• Processed refund service charges and late payment fees upon thorough investigation, maintaining schedules of internal income accounts used in collaboration with the Chargeback Unit.
• Handled refund of annual card fees for privileged/elite customers as well as against unused canceled credit cards.
Credit Card Monitoring and Risk Management
• Monitored suspicious credit card transactions closely to prevent fraud, utilizing expertise in analyzing suspicious MCCs, fraud history, and types (lost, stolen, counterfeit, etc.).
• Conducted analysis to identify patterns, such as most frequently used BINs, credit cards, MCCs, and cancellation reasons, to develop risk mitigation strategies and improve customer satisfaction.
Merchant Monitoring and Security Measures
• Implemented measures to monitor suspicious acquiring credit card transactions from merchants to prevent fraud, focusing on suspicious MCCs, fraud history, and seasonality.
• Conducted analysis to identify fraudulent merchant categories and the nature of fraud to devise effective risk management and mitigation strategies and enhance security measures.