Senior Business Support Officer
American Express
Total years of experience :14 years, 3 Months
Professional Experience:
AMERICAN EXPRESSES -------- Riyadh (K.S.A) Feb 2010 till date.
Senior Business Officer
Responsibility
• Monitor chargeback and retrieval request cases queue and action them in liaison with ISO standard codes.
• Working directly with merchants and cardholders to comprehend disputes and adapt best practices in liaison with the business operational polices and deliver dispute resolution.
• Performs detailed review and Investigate disputed card transactions.
• Identification of Fraudulent transactions, Fraud and Dispute case analysis.
• Research fraud guard queue and report fraud, advises concern individuals/team to prevent loss once unusual activity or unauthorized usage / fraudulent transaction has been determined.
• Calculate gross to fraud ration for merchants to avoid being on black listed radar by AGNS (American Express Global Network Services).
• Taking measures to stop / evade fraudulent transactions and ensuring customer security and satisfaction.
• Analyse merchant and cardholder account transactions to identify suspicious activity that might cause fraud to business.
• Coordinate with project team in preparation of required reports related B2B merchant and online merchant sales activity as per management request.
• Monitor and adhere timely action on merchant’s daily, weekly and monthly debit balance report.
• Provides regular inputs to merchant sales and collection on suspected bad debts for recovery to mitigate potential loses.
• Reconciliation of high risk merchant accounts on priority basis and categorise merchants as per the status of accounts… active, inactive, and frozen accounts in accordance to business submissions.
• Closely monitor sales activity of high risk accounts and assign alerts to prevent abnormality.
• Maintain and keep regular track record of all the BDR (bad debts reserves) accounts to ensure if any moment perform in such accounts, should be an opportunity for bad debts recovery.
• Obtained required information to explore maximum possibility to identify recovery opportunities in order to mitigate losses.
• Maintain healthy relation with multiple departments to align and coordinate with respective teams to execute work ensuring deadlines in accordance to SLA (Service Level Agreement).
• Reconciliation of bank statement for the unusual items and instruct respective team/individual accordingly.
• Instruct respective teams to contact merchants and cardholders to validate the authenticity of charges.
• Handling & Reviewing Anti- Money laundering cases to mitigate Money laundering Transactions.
• Action OFAC Queue and Adhere no PEP (Politically Influential Persons) are on boarded.
• Act accordingly based on transaction characteristics as appropriate and necessary.
• Executed and performed the day-to-day resolutions of complex problems and escalated merchant’s complaints.
• Provided and rendered value added advice and recommended solutions to merchants.
• Executed merchant requests are adhered correctly and in a timely fashion.
• Handle merchant queries on terminals.
• Assist Merchant Sales team with terminal related enquiries and requests.
• Generate merchant report as needed by management and update higher management as and when required as per business needs.
• Support internal and external audit quires.
• Acted and served as a liaison between Key merchants and management.
• Strong relation with banks, customers and merchant to ensure quality work.
• Organized training for required individuals related to for process enhancement.
• Close collaboration with different teams to streamline process and ensure flawless workflow.
Majors include: Commerce- 1) Industrial Organization And management. Accountancy:1) Cost Accounting 2) Management Accounting 3)Corporate Accounting &4) Income Tax. Computers :1) HTML,DHTML,VB SCRIPT & SQL.