1

Job Title

Senior Authorization Officer

Department

Electronic Delivery RBG

Direct Supervisor

Job Number

RBG--299

2

Job Purpose

• To look after all International / MB cardholders charge approval request from merchants.
• To provide assistance to merchants in their terminal problems by instructing them some steps, monitor and coordinate authorization unit staff activities.

3

Dimensions

Operating Budget

Number of Staff

Capital Exp. Budget

Other

4

Key Result Areas

• Processing manual authorization for MB / International cards, conveying response accordingly in order to allow merchants to accept or refuse the charge.
• Hot listing lost / stolen cards preventing from chances of fraudulently transactions.
• Activating, pin initializing for Credit / Electron cards to allow cardholder to use his card.
• Advising other banks to release CH blocked amounts which merchant doesn’t have claim on.
• Solving merchants POS terminals problems so that they can use terminals again, routing the calls to MSU if terminal to be replaced.
• Processing pickup cards and issuing rewards for the merchants that recovered pick up cards according to the Visa rules and regulations and recovering handling / reward fee from other issuers.
• Recovering telex charges for telex made to other issuer for their cardholders problem / transaction requests.
• Receiving ATM captured cards from CPS and sending to branches to return the cardholder.
• Creating MDC tape containing all data of transactions of merchants to interchange data with Visa / MasterCard, similarly sending Visa incoming advise to A-12 to process.
• Managing to enable 3D secure transactions notification to email for card holders.
• Managing to activate the Digital wallet activation request for cards holders.
• Managing Limit Increase/card activation/PIN rest for Corporate supplementary card holder.
• Arranging instant call back to royal family, VVIP & Corporate cards clients to advise them about transaction decline reason and handhold the client to facilitate the spend.
• Processing clients MOB fund transfer limit increase temporarily /permanent request across all segments
• Managing all increase of the hold release request due to repeated IT incidents, where debit /credit card transactions

5Operating Environment, Framework and Boundaries, Working Relationships

• Not allowed to approve transaction more than 5% of credit limit, deactivating cards, replacement, not allowed to reactivate card reported as lost if customer finds back.
• MSU for terminal problem and other issues, MSD for merchant payment settlement issues, DRU for card holder disputed transaction issues.
• TSD for Visa and its system problems, Support Center for system problems, CallCenter / MB for cardholders inquiries, Collection Department for cardholder inquiries for stopped card, Risk Management for Fraud transactions assistance, Customer Services Center for our cardholders.
• Not allowed to change fund transfer limit increase without obtained approval as per singed ADM.

6

Problem Solving

• Less amount charged by merchant : contacting issuer through telex, requesting late application code.
• Visa System Line Down : requesting authorization codes for merchants through telex from Visa in outage crises.
• Calls : from other department MB CHs routed from other units for the cards problems and asking assistance.
• Merchant : unsuccessful transmission problems : coordinate with Etisalat and Support Centre to rectify the problem.
• Providing our findings to Customer Services center about the declined transaction due to technical error / reasons / systems problems.

7

Decision Making Authority & Responsibility

• Releasing MashreqBank credit cards holders / staff hold amount.
• Instructing merchants to delete their batch containing transactions when duplication.
• Approving manual transaction 5% more than the credit limit.
• Approving transactions more 5% than the credit limits which are declined to system error or customer paid in cash and system not updated after having receipt of cash deposit voucher through fax.

8

Knowledge, Skills and Experience

• Business Graduate.
• Smart, communication skills, good listener, should have patience, computer literate (MS Word, MS Excel).
• Experience required but not specifically with bank, with any organization specially customer services side or in communication side.