Manager

Conduct investigations of fraudulent transactions. Participation in the investigation of fraudulent transactions performed though "ClientBank. Analysis of process card transactions to identify disadvantage in their organization in terms of security, the development of measures to prevent or eliminate the identified disadvantage. Participation in the development of regulations and specification documents. Consultation of the Bank’s staff on security issuers. Control limits on payment cards (check card accounts and reconciliation temporary limits). Creating the reports of the department. Cooperate with MasterCard WorldWide and Visa Inc., members of international payment systems and interbank organizations, in all manors of investigation of the fraudulent transactions.

Conduct and support project: Recruitment for registration and issuance cards (interviews, preparation and execution of agency agreements); To work with the management of social protection of attracting and servicing of cardholders; Introduction of project reporting; Participation in meetings with potential cardholders and departments of Labor and Social Protection of Population. Preparation of the official response to the letter from the regulatory authorities, notaries, government agencies and treatment of clients. Participate in staff training and performance management of the bank generalized suggestions for improving communications and customer relations.

Implement monitoring of suspected fraudulent transactions in realtime as well as create analysis reporting for previous business day banking activities. Conduct reviews of disputed transactions made by bank cards at ATM, POSterminals, internet, and all other modes of payment processing. This analysis is conducted at all stages of the transaction life cycle (Retrieval request, Good Faith Letters, Chargeback, Representment, Prearbitration, Arbitration, Compliance cases). Cooperate with MasterCard WorldWide and Visa Inc., members of international payment systems and interbank organizations, in all manors of investigation of the fraudulent transactions. Working with software systems IPS VROL and MASTER CARD Hosted. Maintain database information of disputed transactions and client’s claims. Conduct investigations of "insufficient funds" transactions at the Bank’s ATMs in unusual cases. Participation in the implementation of online banking services (testing, set up transaction schemes). Creation the regulations of the department, job Descriptions, instructions for cashiers. Training the new employees. Organize the cooperation with other structural units within the Bank during customer support and dispute resolution. Prepare presentations and reports (Excel, PowerPoint).

Providing efficient and accurate service to VIP customers Providing support to clients: block / unblock cards, increase the limits on customers’s plastic cards, grant access to authorize transactions in highrisk countries, provide general information about the Bank’s products Monitoring and analysis of suspected fraudulent transactions in realtime. Train, develop and manage new staff.. Create and maintain the management division’s operating schedule. Substitute chief of Division of Customer Support

Leading a 3 member team to providing support to VIPclients and clients, monitor the working hours of the operators, online and offline monitoring of calls and emails to the operators, monitor web session operators, monitor incoming call’s waiting list. Providing support to VIPclients Providing support to clients: block / unblock cards, increase the limits on customers’s plastic cards, grant access to authorize transactions in highrisk countries, provide general information about the Bank’s products Prepare оnline requests for credit. Assess the creditworthiness of the client. Review and improve current reports, processes and procedures. Prepare dailyand weekly reports, as well as generate and analyze statistics of the number of unanswered calls. Creating and developing optimal methods for minimizing the number of unanswered calls and to reduce the frequency of these events.

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