Senior Officer- ATM & CDM Centralized Services

Company Description

Job Description

• Responsible for FAB ATM & CDM Network reconciliation BAU activities, outlining as below
• 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.

Policies, Systems, Processes & Procedures

• 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.

Continuous Improvement

• Contribute to the identification of opportunities for continuous improvement and sustainability of systems, processes and practices considering global standards, productivity improvement and cost reduction.

Reporting

• Assist in the preparation of timely and accurate reports to meet department requirements, policies and quality standards.

Service

• 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.

Risk

• 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.

Efficiency

• 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.

Minimum Qualification

Minimum Experience