AFU Issuing Officer

Job Description

The job holder is required to process abroad varieties of operational work on the Credit card. To ensure all card financial and non-financial requests processed before system cut-off time and resolved as per the terms & conditions specified in the service level agreements with the clients

Responsibilities

Processing

• Ensure that all financial / non-financial requests processed within the specified TAT with accuracy.
• Always meeting deadline for projects or any assigned task as per clients’ demand.
• Flexibility to work in weekend or for extended long hours every end of month.
• Handles the email requests & inquiries with professional time & manner.
• Provide professional follow-up to the requests which require approval from other departments.
• Ensure processing all the assigned requests within the day from various channels.
• Attend all the arranged meetings on time.
• Obtaining any assigned training without exceeding the deadline.
• Accurately record daily requests in the MIS tracker and to update scorecard on a daily basis.
  
  

SLA adherence

• Ensure that all requests processed are as defined in the respective SLAs and as per the agreed procedures to avoid any complaints.
• Highlight issues noticed during BAU activities to avoid any potential complaints from clients.
• Effectively handle queries and complaints to ensure timely resolution.
  
  

Compliance

• Ensure all the assigned requests & tasks are processed properly to avoid any mis-outs in the daily BAU activities.
• Ensure compliance to all operating policies & no actions which would lead to breach of service level confidentiality agreements with clients.
• Ensure strict adherence to office discipline, etiquettes, admin rules, HR policies and regulations to avoid any observations from the superiors.
  
  

Qualifications

Education

• Bachelor's degree from a reputable recognized university, preferably faculty of Commerce & Information System
• Good MS Office skills (Word & Excel)
• Very Good command for English language written & spoken
  
  

Experience

• 1-2 years in banking sector, Fintech, e-payments, digital financial solution or any relevant industry
• Exposure to CRM application & Way4 is an asset
  
  

Job-Specific Skills

• Good interpersonal skills
• Willingness to learn & participate
• Respectful to all team members
• Customer service oriented “customer Focus”
• Self-motivated & Self-disciplined
• Able to work under pressure for extended hours
• Excellent multitasking skills
• Cross cultural exposure