Job Description

Job Summary Take ownership of all queries escalated from 1 st line support including reconciliation and settlement queries as it pertains to VodaPay account users. Queries will range from general investigations pertaining to transactions performed within the VodaPay app up to and including investigating account balances and funds transferred into and out of the account by means of a EFT or agent cash out. Key accountabilities and decision ownership: A multi-skilled resource who will be able to resolve queries which are escalated from the VodaPay 1 st line support including reconciliation and settlement queries as it pertains VodaPay account on the app Act as support to the Senior Specialist VodaPay Operations Resolve queries as it pertains to moving money in an out of the VodaPay account with a specific focus on EFTs. Resolve cash out queries at retailers and VodaPay agents. Perform refunds of transactions incorrectly processed against the VodaPay account. Core competencies, knowledge and experience: Banking account reconciliation Skills. Administrative Skills. Problem Solving Skills. Analytical Skills. Financial skills. Excellent interpersonal skills. Proactive and driven. People management. Communication skills. Matric At least 3 to 5 years prior experience within a banks transactional (cheque) account back office Key performance indicators: Resolve a minimum of 90% of all queries accurately within the agreed SLA period Commence investigation of all escalated tickets from 1 st line support or other areas within the VPS within 1 hour or receipt. Provide final feedback to 1 st line support and / customers in a structured and comprehensive manner to avoid 2 nd escalations. Accurately capture and perform refunds as and when required.

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