Vacancy: Card, Reject Suspense Officer x 8

Job Purpose

• To investigate all transactions defaulted to the transaction suspense account, which transactions are to be cleared within a set number of days, in order to reduce the risk to Fleet Management.
• To provide telephonic assistance to customers and merchants on all declined transactions including merchant support.

Key Responsibilities

Transaction suspense

• Investigates and clears vouchers rejected to the suspense account within the service level agreement time frames. The account has, on average, around R17 million of transactions to be cleared.
• Confirms all high-value amounts with Fleet Controllers before amounts are cleared from the transaction suspense account for those transactions not authorised via the normal point of sale terminal.

Transaction authorisations

• Confirms all high-value amounts with Fleet Controllers before amounts are overridden for approval on the fleet card authorisation system.
• Declines to authorise a transaction if the card details versus vehicle on the merchant’s premises/forecourt do not match.
• Informs the customer to pay cash where details do not match.
• Assists with fleet card authorisations when merchants and customers call for assistance when cards are declined.
• Processes all transactions including the processing and settlement of all toll transaction files.

Merchant support

• Ensures that all new merchants have signed merchant agreements and requests completed/signed agreements from merchants with no agreements on file, as per report 3667.
• Processes and settles all toll transaction files within one day of receipt. The toll file contains on average 1.7 million transactions per month.
• Signs up all merchants, as per report 3797. The report must be actioned daily.
• Informs all merchants of all charge-backs. Notes must be made on the notepad noting the name and the telephone number of the person with whom the charge-back was discussed.
• Assists with signing up any new merchants.
• Maintains card and carrier stock.

Customer Relationship Management

• Ensures that all new service requests (queries and complaints) are logged correctly for “non first contact resolution” queries/complaints.
• Ensures that service requests in personal worklist are actioned within agreed timelines.
• Provides customers with feedback on reclassification of Service Requests, outstanding documentation and telephonic resolution feedback according to customer relationship standards.
• Ensures accurate capture, updates or amendments of customer information and history notes.

Qualifications and Experience

• Must have 1-2 years’ Fleet Management administration experience.

How to apply

Click here to apply online

Closing date: 22 March 2014