VodaPay Operational Consultant Queries and Settlem

Description:

Take ownership of all queries escalated from 1st line support including reconciliation and settlement queries as it pertains to VodaPay account users. Queries will range from general investigations pertaining to transactions performed within the VodaPay 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.Key accountabilities and decision ownership:A multi-skilled resource who will be able to resolve queries which are escalated from the VodaPay 1st line support including reconciliation and settlement queries as it pertains VodaPay account on the appAct as support to the Senior Specialist VodaPay OperationsResolve queries as it pertains to moving money in an out of the VodaPay account with a specific focus on EFT’s.Resolve cash out queries at retailers and VodaPay agents.Perform refunds of transactions incorrectly processed against the VodaPay account.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.MatricAt least 3 to 5 years prior experience within a bank’s transactional (cheque) account back officeKey performance indicators:Resolve a minimum of 90% of all queries accurately within the agreed SLA periodCommence investigation of all escalated tickets from 1st line support or other areas within the VPS within 1 hour or receipt.Provide final feedback to 1st line support and / customers in a structured and comprehensive manner to avoid 2nd escalations.Accurately capture and perform refunds as and when required.