Business Operations: Queries and Settlement Consultant x 4

Recruiter:

Tower Group

Job Ref:

3076110500

Date posted:

Thursday, August 26, 2021

Location:

Johannesburg, South Africa

SUMMARY:
-

POSITION INFO:

Take ownership of all queries escalated from 1st line support including reconciliation and settlement queries as it pertains to account users. Queries will range from general investigations pertaining to transactions performed within the app up to and including investigating account balances and funds transferred into and out of the account by means of a EFT or agent cash out.

A multi-skilled resource who will be able to resolve queries which are escalated from 1st line support including reconciliation and settlement queries as it pertains to the account on the app.
Act as support to the Senior Specialist Operations
Resolve queries as it pertains to moving money in an out of the account with a specific focus on EFT’s
Resolve cash out queries at retailers and agents
Perform refunds of transactions incorrectly processed against the account
Resolve a minimum of 90% of all queries accurately within the agreed SLA period
Commence investigation of all escalated tickets from 1st line support or other areas within 1 hour of receipt
Provide final feedback to 1st line support and / customers in a structured and comprehensive manner to avoid 2nd escalations
Core competencies, knowledge and experience:
- Banking account reconciliation Skills
- Administrative Skills
- Problem Solving Skills
- Analytical Skills
- Financial skills
- Excellent interpersonal skills
- Proactive and driven
- People management
- Communication skills

Minimum Requirements:

Matric

At least 3 to 5 years prior experience within a bank’s transactional (cheque) account back office

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