Role Summary

You will be responsible for support in the Issuance Unit for credit & debit cards by completing the daily operations in line with the Group’s procedures. Conduct settlement, processing and reconciliation transactions pertaining to all card accounts. They will perform Merchants operations with entities that have signed a contract with the Group in compliance with set controls and procedures and regulatory requirements

Role Description

Ensure the existence of adequate procedures/ processes to enable timely identification and resolution of instances of loss/ error.

Act within the limits of the powers delegated to you

Observes and promotes cost consciousness and efficiency, and enhance productivity, to minimize costs, avoid wastes, and optimize benefits for the bank

Liaise with client personnel, vendors and consultants during the process of establishing Merchants operations and during Merchants operations.

Liaise with QNB Merchants clients/merchants to respond to their queries and requests and document their service requirements to customize QNB Merchants solutions.

Provide feedback to Corporate/Retail Banking business units’ managers and, as appropriate, recommend course of action.

Assist customers in all their queries on Bank’s product and seek solution to their requests

Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/ units to achieve improvements in turn-around time.

Build and maintain strong and effective relationship with all other related departments and units to achieve the Group’s goals/objectives.

Provide timely and accurate information to the external and internal Auditors, Compliance, Financial Control and Risk Functions as and when required.

Adhere to the existing and approved policies/ procedures pertaining to processing of the Cards & Merchants and applicable Central Bank of relevant country regulations in this regard.

Ensure any suspicious transactions identified are timely discussed with and reported to his superior for resolution and if required, to the Head of Compliance and Internal Control (reporting to Compliance).

Perform the issuance of debit/ credit cards verification / checking in accordance with the Group’s procedures.

Efficiently handle the card dispatch process post production in order to ensure timely deliveries to customers within the agreed turnaround times.

Receive, check the applications, generation of PINs, and ensure Card embossing and encoding.

Ensure posting of transactions on a daily basis so that operating standards are fulfilled.

Oversee the reconciliation of the accounts on a daily basis.

Liaise with external bodies (e.g. Visa, MasterCard, etc.) to resolve any transaction problems or disputes that cannot be resolved in the Bank.

Responds on site to inquiries from merchants and cardholders, researches problems, and explains procedures and regulations.

Responsible for performing Merchants activities in accordance with set payment processing methods and other procedures.

Ensure settlement compliance to local and international rules and regulations provided by regulatory bodies and Visa/ MasterCard requirements.

Ensure that all processing exceptions are identified and inform the Manager Credit Operations for further action.

E-commerce merchants file payment processing assures on daily basis that all files are loaded to acquiring relevant system.

POS transactions file processing into merchant relevant systems, on daily basis verifying whatever transactions recorded into the bank host.

Preparing/Reformatting MICROS and AMEX cards files by using merchant dedicated bank system and assure the daily process is accords.

Creating merchant electronic statement certificates and forward it to secure merchant email id.

Comply with all applicable legal, regulatory and internal compliance requirements including, but not limited to, the QNB Country Compliance manual; Group Compliance Policies and Procedures (Anti Money Laundering & Counter Terrorist Financing, Sanctions Policy, Data Protection Policy, Fraud Control Policy, Whistle Blowing Policy, Conflict of Interest and Insider Dealing Policy).

Attend mandatory (internal and external) seminars as instructed by the Bank.

Ensuring high standards of data protection and confidentiality to safeguard commercially sensitive information. Maintaining utmost confidentiality with regards to customer and internal bank information obtained during the course of business and provide such information on a need to know basis only to Senior Management of QNB, Audit and Compliance functions, and relevant Regulators

Qualifications

Minimum 5 years of experience in various sub departments of Operations within a large bank (preferably cards & Merchant); seasoned with

University graduate preferably with a Major in Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study),

 

Required Special Skills:

 

• Excellent oral and written communication skills (including report writing) in English; with Arabic, French or applicable local language highly desirable

• Knowledge of the collection rules/ regulations including pertinent regulatory directives (including AML related rules/ regulations) and related best practices.

• Understanding of central cash operations/ activities and related processes.

• Good knowledge of Merchant operations.

• Ability to handle multiple priorities effectively in a deadline-oriented environment.

• Detail oriented with good analytical skills

• Professional attitude and demeanor.

• Well-developed forward planning ability.

• Analytical and problem solving skills coupled with decision making ability

• Ability to handle multiple priorities effectively in a deadline-oriented environment.

• Computer skills and knowledge in MS Office applications.