ATMs and Chargeback Officer - Acquiring Operations Unit / Cards Operations Department

We are looking for a new colleague to join us in the Acquiring Operations Unit in our Cards Ops Department and help us solve incoming and outgoing disputes (chargebacks, retrieval requests, representments etc.) both on issuing and acquiring activity of Raiffeisen Bank Albania (RBAL), as well as case management activity in Voice of Customer and reporting.

This position also includes facilitating and monitoring of opening / closing procedures for off-site ATMs through One Time Password generation & distribution.

We are looking for a colleague with high level of responsibility and integrity, that can work under pressure. S/He should be able to work independently as well as to support a team. Excellent initiative, problem-solving and organizational skill are a must in this position, as well as great communication skills.

**What will you do?**

 Thoroughly investigate and resolve in timely manner chargeback claims.

- Accurately respond to acquired claims logged against the bank to recover funds claimed by correspondent banks and minimize the losses of the Bank.
- Responsible to communicate with domestic banks (out of chargeback procedures) concerning claims of their customers or RBAL customers to avoid any unnecessary processing costs.
- Responsible for management of all activities in case of fraudulent activity discovered in RBAL terminals, such as identification of CPP, “at-risk” period, list of cards exposed to fraud, actions to block / replace those cards etc.
- Responsible for reporting all operational incidents occurred in issuing / acquiring activity of RBAL to ORCA
- Continuous monitoring in UPC AX and reporting of suspicious / risky transactions in RBAL acquiring activity.
- Responsible for processing of transactions adjustments (refunds, reversals,) and ensure reimbursement of cardholders for unsuccessful ATM transactions.
- Responsible for verification of the persons using the service card at the ATM against their details on the database.
- Manages ATMs balancing & reconciliation in cooperation with UPC
- Monitors ATMs surpluses / shortages and their adjustment.
- Is responsible for generation of opening codes for every off-site ATM safe according to the procedures in force, and their secure communication to the person responsible for codes in the replenishment / maintenance team.
- Is responsible for ensuring closure of all ATM locks in the application.
- Is responsible for escalation of all cases non-compliant to procedures in force (for example, unplanned ATM openings, unconfirmed persons requesting an opening code etc.).

**What you bring to the table:**

- University degree, preferably in economics.
- High level of Disputes knowledge is preferred.
- At least 2 years of working experience in ATM/POS operations field.
- Must be proficient in Microsoft Office products to include Word, Excel
- Fully proficient in English

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The interested candidates can apply in recruitment.hr@raiffeisen.al