Case Handling & Problem-Solving:

• Manage case handling and normal production tasks.

• Handle errors, perform corrections, and investigate root causes.

• Translate local language communications to English.

• Handle customer communications and support via email and/or telephone according to KPIs and agreed SLAs.

• Support customers in minimizing losses related to third-party fraud with payment cards.

• Report incidents in your area and maintain compliance in all actions.

Documentation & Compliance:

• Document work accurately in various IT systems, maintaining the four-eye principle where necessary.

• Participate in audits as a process specialist and deliver required data.

• Maintain general knowledge of the service environment, including card scheme rules (both domestic and international) and merchant agreements.

• Ensure compliance with all relevant regulations and organizational policies.

Stakeholder Cooperation:

• Collaborate with internal parties, including other Customer Service teams, Sales, Finance, Risk, Treasury, Compliance, and Legal departments.

• Coordinate with vendor partners to ensure seamless service delivery.

Team Collaboration & Development:

• Cooperate with team members and assist with ad hoc tasks.

• Assist and support other team members, including training when applicable.

• Participate in agreed projects and development tasks as determined by the manager.

• Provide input on process development tasks and other initiatives within the area.

• Contribute to workflow changes and process improvements.

Knowledge & Skill Development:

• Acquire and maintain in-depth knowledge of organizational products and processes within the service area.

• Utilize and stay updated on IT tools and systems used in work processes.

• Demonstrate the ability and motivation to cross-train and multi-skill in other tasks as required.

• Maintain a commitment to organizational goals and a can-do attitude.

Additional Responsibilities:

• Perform any other functions requested by management.