Senior Officer- ATM & CDM Centralized Services
- أبو ظبي
- دائم
- دوام كامل
- Handling ATM/CDM reconciliation and settlement cases, by having a systematic and accurate approach for recognizing disputes related to reconciliation of ATM/CDM accounts, balancing the GL accounts, promptly and investigate discrepancies of ATM & CDM Shortage/Overage transactions as per the Reconciliation and Exception Management, Processes and Procedures.
- Responsible for reconciling the General Ledger accounts for prompt identification of funds being exposed to any risk and amounts related to the settlement of the cases.
- To respond/resolve the ATM /CDM channel complaints with the allocated TAT.
- Apply factual and judgmental skills in the decision-making process to settle/escalate issues.
- Adhere to service levels agreed and the escalation matrices defined by each department in order to effectively meet their BAU requirements of the CRM and Central Bank/Chargeback cases.
- Follow all relevant departmental policies, processes, standard operating procedures, and instructions so that work is carried out in a controlled and consistent manner.
- Demonstrate compliance to organization's values and ethics at all times to support the establishment of a value drive culture within the bank.
- Contribute to the identification of opportunities for continuous improvement and sustainability of systems, processes and practices considering global standards, productivity improvement and cost reduction.
- Assist in the preparation of timely and accurate reports to meet department requirements, policies and quality standards.
- Ensure all scheduled reports are available for all FAB ATMs & CDMs required reconciliation activity.
- Ensure all files GL, ODS & EJ are uploaded for ATM and GL & EJ files uploaded for CDM in IntelliMatch system and auto matching is run. Any failure in the above task must be escalated to IntelliMatch Support team for resolution.
- Responsible for reconciliation of ATM & CDM related general Ledger accounts for prompt identification of funds being exposed to any risk and amounts related to the settlement of the cases.
- Escalation of exception items identified via reconciliation through IntelliMatch system.
- Ensuring shortage and overage entries are raised for approval and advised for posting.
- Liaise with payments and CIT vendor for the closure of shortage cases.
- Liaising with ITD team for EJ's which are not generated on the Reconciliation system.
- Report and resolve in case of discrepancy post Reconciliation system execution.
- Advice Core Processing on passing the transactions related to ATMs/CDMs GLs or settlement transactions on passing the transactions to respective accounts of customers/Settlement Transit Account & handling customer disputes transactions.
- Review and verify all customer complaints in CRM & CB, chargeback, Dubai first cases (via e-mail) pertaining to ATM/CDM team.
- Advise Core Processing team for follow up with CIT to release cash to ATM (replenishment) and settlement of outstanding issues related to customer disputes received.
- Submit the RAG file for ATM & CDM that is reconciled for each day.
- Provide required transaction details related to UAE Central Switch for settlement with Central Bank enquiries with Reconciliation & Control Department & Card Centre Reconciliations.
- Liaising with Records management team for delivery of respective ATMs CDMs physical roll, in the absence of EJ record (soft copy) for recon purposes.
- Advise the line manager of pending customer cases by end of day along with justification.
- Responsible for AOV confirmation (maker) and submission for all ATM & CDM.
- Ensure prompt response to inquiries from Internal / External clients.
- Cover additional responsibility during staff leave / absence.
- Allotted tasks must be completed on time since they are time critical with variable volume.
- Escalate the workflow by taking into consideration Operational Risk in our day-to-day activities and check that staff adhere to control procedures.
- Ensure exceptions are escalated as per agreed BAU and escalation matrices in order to escalate items as per Value at Risk.
- To ensure items outstanding reflect correctly as per its status on the Reconciliation system.
- Ensure any incompletion of work due to any event/staff absence.
- To manage the workflow efficiently with the resources available without compromising on the risk and services.
- Provide improvement suggestions to increase the quality and efficiency in our work resulting in the best customer service.
- Functions within the framework and boundaries of Group policies as well as overall organizational and governance frameworks.
- Authorized to take decisions as per the approved authorization matrix.