Team responsibilities include resolution of credit card transaction disputes via card schemes (card issuing and merchant acquiring); payment traces; daily clearance of transaction reject accounts; overseas ATM claims
Management of nine team members and a Senior Officer
Establishing a new team structure, processes and culture following restructure
Risk, incident and compliance management
Escalated calls and complaint management - cardholders and merchants
Management of five team members and a Senior Officer
Team responsibilities include daily clearance of unposted items, reconciliation of bank suspense accounts such as sundry deposits, cross counter payments
Core systems including Vision Plus, AOM, Lotus Notes
A customer focused role involving greeting the public, providing general gallery information, providing security for the artworks in the Gallery spaces, and discussing current exhibitions/artworks with the public
Customer Services Representative: inbound taxpayer queries on the General Enquiries, Family Assistance, and Return and Debt Collection 0800 lines
Assistant Helpdesk: taking over escalated calls and answering system/tax technical queries from CSR's. Maintenance of top customer service and tax technical scores from monthly call monitoring was required to perform this role.
