Officer - VAS Operations

We are seeking a dedicated and detail-oriented professional to manage and resolve issues related to Master/Visa card services, including activations, top-ups, ATM cash-outs, chargebacks, and reconciliation processes. The role involves efficient case management across various channels and ticketing systems, while ensuring compliance with company protocols and maintaining accurate documentation.

Roles

• Handle and resolve issues related to Master/Visa card activations, top-ups, transfers, ATM cash-outs and chargebacks.
• Ensure timely and effective problem-solving to minimize disruptions for customers.
• Process, track, and manage customer cases through multiple communication channels and ticketing systems.
• Maintain accurate and up-to-date case records for tracking and auditing purposes.
• Utilize card management systems, with a focus on prepaid card operations, to handle customer requests and resolve issues.
• Prepare and analyze reports using Excel or Google Sheets for monitoring and decision-making.
• Communicate effectively with internal teams, and stakeholders to ensure smooth handling of issues.
• Identify recurring issues and propose improvements to streamline operations and enhance efficiency.

• Education: Bachelor's degree in Business Administration, or a related field.
• Experience: 1+ years of experience in operations, preferably financial services
• Proficient in using Microsoft Office Suite (Excel, Word, PowerPoint) and Google Workspace (Docs, Sheets, Drive, etc.).
• Excellent verbal and written communication skills in both English and Arabic (or relevant languages).
• Familiarity with Western Union and MasterCard/Visa services is a plus.
• Ability to work under pressure and manage multiple priorities simultaneously.
• Ability to work independently as well as part of a team.
• Strong attention to detail and organizational skills.