Epayments Assessment Officer

2 weeks ago

Sydney, Australia NAB - National Australia Bank Full time

**Work type**: Permanent Full time
**Location**: Aust - NSW Metro

**The role**

Your career at NAB is about more than money, it's about serving our customers well and helping our communities prosper. As a Specialised Operations ePayment Assessment Officer under Citi Division, you will be responsible for the successful handling of unauthorised and/or fraudulent disputed transactions in line with business objectives and desired customer experience. Key areas of focus are the delivery of KPS’s SLA adherence and queue management, execution quality, and adherence to applicable regulations and codes.

**Responsibilities**
- You will handle dispute calls and referrals for unauthorised and fraudulent transactions performed via Credit card, debit card, Diners, ATM, BPAY and EFTPOS.
- Review cases as per procedures and ensure adherence to all scheme rules, applicable legislation and regulations.
- Management of chargeback related queries and system referral queues to ensure adherence to all SLAs
- Liaise with clients to resolve disputes
- Liaise with merchants to resolve disputes and gather information relating to disputes
- Liaise with Acquirers (on a needs basis) to resolve disputes
- Liaise with Customer Service Centre teams for dispute related matters
- Active identification of process improvement opportunities to enhance client experience and streamline functions.
- Adherence to policies and procedures, regulatory and legislative requirements.

**About you**
- Exceptional communication skills - both verbal and written
- Knowledge and experience in Chargebacks
- Understanding and knowledge of the Scheme platforms (Visa Portal, Mastercard Portal, EFTPOS Portal, BPAY Portal).
- Knowledge and understanding of ePayment Code requirements as it relates to unauthorised transactions
- Ability to work in a fast-paced changing environment with multiple tasks.
- Attention to details and a passion to investigate unauthorised transaction dispute request to ensure full and accurate resolution.
- Strong experience in a Financial Services environment, and knowledge of banking regulations

**NAB, invested in you**

**A**t NAB, we believe success comes from our people. We're committed to supporting your talent and skills through your career, as you help us build a culture that affects change for our customers - and for the community too.

If you think this role is the right fit for you, we encourage you to apply. To view full details, please refer to the Role Purpose Statement available.

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