Agent: Issuing (Card) Disputes at Capitec Bank

Purpose Statement

• To investigate various types of card transaction disputes, using internal and external resources. This includes telephonic conversations with our cardholder and external parties, after which feedback is provided on the outcome of the dispute.

• To apply Card Associations Chargeback rules to support our cardholders

• To have the understanding and or knowledge, and ability to apply Card Scheme Payment rules

• To provide excellent client services to the cardholder network by keeping the client informed during the dispute process

• To minimize risk and financial losses for both our cardholder and the bank

Experience

Minimum:

• 1-2 years experience in a Card and/or Risk Mitigation role

Ideal:

• 1 -2 years experience in Chargeback in a banking or retail environment 

Qualifications (Minimum)

• Grade 12 National Certificate / Vocational

Qualifications (Ideal or Preferred)

• A relevant tertiary qualification in Banking

Knowledge

Minimum:

• Card and Transaction processing rules

• Customer care and service protocol

Ideal:

• Card association systems and rules (MasterCard, Visa, Bankserv)

• Banking systems 

• Capitec Bank products, systems and processes 

• Systems: 

• Postilion

• SBL

• Strack 

• Processes: 

• Chargeback Process (Visa; MasterCard, Bankserv)

Skills

• Communications Skills

• Computer Literacy (MS Word, MS Excel, MS Outlook)

• Analytical Skills

• Attention to Detail

• Planning, organising and coordination skills

Competencies

• Deciding and Initiating Action

• Delivering Results and Meeting Customer Expectations

• Analysing

• Planning and Organising

• Following Instructions and Procedures

• Coping with Pressures and Setbacks

Conditions of Employment

• Clear criminal and credit record

• Willingness to work flexible hours (including Saturdays and Public Holidays)

Capitec is committed to diversity and, where feasible, all appointments will support the achievement of our employment equity goals.