Service and Fulfilment Consultant First National Bank (FNB)

Service and Fulfilment Consultant D – IRC216767

at Zambia, Lusaka, Zambia in FNB Zambia Merchant Services
Ends 16 Mar 2022

purpose

Responsible for Incidents, Data Capture, Quality Assurance, resolving of queries, recordkeeping, Preparation of Point of Sale for installation. (Customer Service)

experience and qualifications

Minimum qualification: Grade 12 Certificate with 5 credits and passes in English and Mathematics,
Preferred Qualification : A Degree in any related field.
Minimum years of relevant experience : Minimum of 3 years experiences in Sales, Operations, Card Products and Card Operations.
Understanding of Merchant Acquiring,related industries and systems e.g.
Hogan System, Power Card, Base24,Postilion, Visa, MasterCard,
Computer Literate:
Ms Word (Intermediate)
Excel (Intermediate level)
PowerPoint (Intermediate level)

Good communication skills
Leadership skills
Negotiation skills
Ability to influence
People Management

responsibilities

Responsible for implementing Group standard service delivery metric (SLA)
Responsible for keeping records of queries relating to Point of Sale.
Responsible for keeping records of queries relating to Merchants
Responsible for all queries received Telephone and emails.
Responsible for ensuring 100%KYC compliance for all documentations obtained from Merchants before dataCapturing.
Comply with governance in terms of Legislative and audit requirements.
Detect and minimise fraud by constantly working fraud queries by trend.
Ability to plan and organize; Priorities daily, weekly and monthly tasks, carry out each task timeously.
Manage costs/expenses within approved budget to achieve cost efficiencies. Deliver exceptional service that exceeds customers’ expectations through proactive, innovative and appropriate solutions.
Control and escalation of potential risks which may lead to increased costs by identifying and managing delays andshort comings in applications/instructions received.
Provide end user support to both technical team and merchants.
PC Literate good knowledge and understanding of MS Office
Process
Manage acquiring requests
New merchant application processing
Creation of work order in Remedy
Capturing of Merchant details inRemedy
CRB checks for merchant applications forms
Data Capturing in power card
Validating of power card applications
Maintenance of merchant details inPower card
Mapping of merchant outlet number toterminal number in Postilion
Maintenance of merchant details in Remedy
Resolve all customer queries efficiently,and within agreed timelines.
To ensure all related admin work is up to date in Merchant Services.
To ensure that all the documentations are filed accordingly.
Sending daily/monthly statements tomerchants
Processing of applications
Postilion mapping of out let numbers-50 applications
Maintenance of merchant details-10Merchants
Application process per month-50Applications
Trouble shooting POS terminals
Merchants receiving manual statements
Finance
Logging of incidents in Remedy
Closing of incidents when settlements resolved
Settlement queries
Validation of high value transactions
Identifying process improvements (costsavings or efficiency improvements
People
Request of validation/ transactionevidence
Merchant trainings on reconciliations and chargeback’s
Processing of Chargebacks
Strengthen client relationshipse.g.by providing technical support when required
Proactive solicit and use of client feedback to improve the effectiveness of internal processes and delivery mechanisms.
Achieve competence against all keyresult areas required.
Any duties as may be assigned by Line Manager.