Senior Executive, Authorisation

To support Authorisation, Fraud Detection & Merchant Helpdesk for Credit/Debit Card in the following key areas:

• Provide 24-hour Authorisation support and service to both merchant and credit/Debit card customers.
• Provide customer service support during non-working hours of Contact Centre (10pm-8am)

• Review fraud detection alerts for credit/Debit card transactions.

Authorisation and Merchant Helpdesk

• Process authorization requests from Alliance Bank merchants via telephone or other acquiring banks via telephone or fax.
• Process manual mail order/telephone order requests received from merchants.
• Handle emergency card replacement (ECR) and emergency cash advance (ECA) from VISA or MasterCard Worldwide upon request by cardholder.
• Attending to all Merchant Helpdesk enquiries and route to respective departments or team.
• Send to Mok Choy Yin/Chia Wi Liam for daily paper rolls requests from merchant(s) via IVR. 

Fraud Detection

• To review and analyze fraud detection alerts on credit card transactions against cardholder’s spending pattern and behavior.
• Calling cardholder to verify the authenticity of the transaction if necessary.  If a transaction is confirmed fraudulent, proceed to cancel the credit card and subsequently reissue a new card.

Customer Service

• Receive reports on lost/stolen cards for both credit/Debit and ATM cards from Alliance Bank cardholders to tag such cards to prevent fraudulent charges on the cards.
• Provide customer service to cardholders after non-working hours of Contact Centre. This includes card activation, account and balance inquiry (Saving/Current), statement inquiry, disputes inquiry, request for statement/waiver and etc.
• Perform temporary increase in credit limit and reassignment of supplementary credit limit upon request by cardholder.

Administrative

• Ensure all systems related to Authorisation functions are in good operating condition and to report any system malfunctions to Team Lead, where Team Lead will escalate the problem to the IS Helpdesk or responsible officer in Information System Group.