First Bank of Nigeria Limited (FirstBank) is Nigeria’s largest financial services institution in terms of total assets and gross revenues. With over 10 million customer accounts, FirstBank has over 750 branches offering a full range of personal and commercial financial services.
Job Objective(S)
- Operationalize controls embedded on daily dispute management processes.
- Drive the team to deliver on daily dispute management processes for On Us – our cardholders on our terminals and Not – Us, our cardholders on other terminals and acquiring
- Monitor and strategically drive customer experience of the bank’s brand on Cards and Channels/Payment terminals.
- Directly oversee cross functional engagements with various support teams in resolving issues towards scaling up automation on dispute management processes
- Monitor Team’s performance on resolution of dispute and complaints on dispense error in compliance with the TAT
- Ensure all issues logged on CRM are closed considering the SLA with the customers and as stipulated by CBN.
Job Requirements
- Minimum Education: First degree in any discipline
- Minimum of 6 years banking experience and operational knowledge of electronic payment card system.
- Familiar with the major payment systems and platforms
- Strong Knowledge of the Industry Dispute Processes and Regulations
- Data analysis skills
