Monitoring of ATM and POS related disputes and ensure timely submission of resolution

Dispute Resolution & Chargeback Officer

Monitoring & Maintenance of Case logs of Issuer Complaints related to ATM, IBFT and UBPS from CMS and CCU and sending claims to member banks on SDRS (Switch Dispute Resolution System.
Follow-up & resolution of issuer cases from member bank as per SBP directives.
Supervision for closing of complaints against member bank.
Daily preparation of Issuer Voucher for crediting customer accounts.
Checking & finalizing Issuer Voucher on daily basis.
Preparation, re-validation & sending of credit advice to branches.
Resolution of Issuer Complaints against Member Bank in CMS and CCU.
Resolution of CMS claims of ATM cash withdrawal of Intra Bank & its logging in case log.
Ensure that customers disputes/FIU/FIs cases are timely acknowledged.
Retrieval Request/Chargeback/Re-presentment are timely initiated and rest of the chargeback processes (as per card schemes) are timely followed with relevant offices.
Prepare a Retrieval Request/Chargeback letters (for Local MasterCard acquirer)
Prepare a merchant letter for Retrieval, Chargeback & deduction
Maintenance of in-house dispute handling database
Completely aware of Visa Card, Master Card, Cup Card & PayPak card policy updates.
Correspondence with relevant unit i-e Call Center/FIU/FIs/Branches/Processing Bank/ADC/Wemsol (Keenu)/AFS/CUP etc. on important issues according to given guidelines
Analyze and taking action on fulfillment against & favor of customer
Complaint resolution process has to be followed on all assigned complaints
Prepare a financial voucher of dispute cases for necessary posting by Finance/ Branches
Ensure that Temporary / Financial Credit is posted to customers credit card account.