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Authorizations Officer (Client Services Department)
Location:Mackey Street Credit Card Center
Job Type:Credit Card
FT/PT Status:Regular Full Time
  

Major Responsibilities:

This position reports directly to the Manager, Card Services, and indirectly to the Assistant Vice President, Client Services.

GENERAL ACCOUNTABILITIES

To maintain a Customer Service environment that will enhance the level of service given to our Mastercard, Visa Debit and Online Banking customers, while providing strong leadership and support to the Department.  The incumbent must fully comply with the Bank’s Security Policies as outlined in its Security Policy Manual and the Bank’s Anti-Money Laundering (AML), Counter Financing of Terrorism (CFT) and Know Your Customer (KYC) requirements.  In addition, the position holder is required to uphold the Bank’s Customer Service Standards and Code of Ethics at all times. (The incumbent may be required to work staggered shifts hours as necessary)

ESSENTIAL DUTIES AND RESPONSIBILITIES

    • Identify and report potential fraudulent activity or discrepancies in cardholder transactions; initiate necessary steps for further investigation. 
    • Address customer inquiries regarding transaction issues, chargebacks or disputes, providing clear and professional assistance.
    • Develop and implement procedures and guidelines for credit/debit card authorizations and fraud detection, ensuring compliance with the Bank’s regulatory standards.
    • Ensure compliance with all relevant laws, regulations and industry standards, anti-money laundering (AML) and other security protocols.
    • Monitor credit/debit card authorizations to ensure alignment with market intelligence, best practices and regulatory requirements, aiming to maintain the Bank’s asset quality and minimize fraud losses. 
    • Assess risks associated with credit/debit card transactions and escalate suspicious activity to the appropriate internal partners (e.g. Risk, Compliance and Security) for further review.
    • Collaborate with customers to validate transaction details and manage authorizations. 
    • Collaborate with partners (e.g., Visa, Mastercard and Fiserv) to ensure smooth and effective transaction processing.
    • Monitor credit/debit card authorizations systems for operational issues, troubleshoot technical difficulties and escalate system related concerns when necessary.
    • Ensure confidentiality and integrity of sensitive information during investigations.   
    • Resolve customer inquiries and issues in accordance with established service level agreements. 

Qualifications, Skills and Experience:

- Minimum of 5 B.G.C.S.E.'s with C and above, including Mathematics and English
- 3+ years of experience in card services, fraud detection, or a related field, preferably in a financial institution or similar environment.
- Experience in customer service, particularly in dealing with transaction issues, chargebacks, or disputes.
- Familiarity with credit/debit card authorization systems and fraud detection practices is essential.
  - Proven experience in identifying and investigating fraudulent activity and discrepancies in financial transactions.
- Strong customer service skills and commitment to Service Quality
- Great listening and communication skills Keen attention to detail with the ability to produce error free work
- Professional personal presentation
- Excellent punctuality and attendance record
- Highly confidential in nature
- Excellent organizational and time management skills
- Strong interpersonal skills
- Ability to interact with others in a respectful, professional and cordial manner
- Stress management skills. Not easily overwhelmed.  
- Able to multi-task in a fast-paced working environment while maintaining efficiency and accuracy 

Personal Attributes:

The incumbent must maintain confidentiality, use sound judgement and perform independently while performing the duties of the Authorizations Officer. The incumbent must also demonstrate the following personal attributes:
- Maintain standards of conduct
- Display characteristics of honesty, integrity and sound ethics
- Possess cultural and business awareness and sensitivity 
- Be respectful
- Be flexible

Remuneration Package:
Commonwealth Bank is a Great place to work! We offer an exciting work environment with the opportunity for growth and development. We also offer a competitive compensation package, reflecting the successful applicant’s experience and qualifications, including a performance based incentive plan, health, vision, dental and life insurances and a pension plan.

Qualified individuals should complete an online application by March 31, 2025.

Commonwealth Bank is the premier Bahamian Bank with branches located in New Providence, Grand Bahama and Abaco. We are committed to delivering superior quality service, to training and developing our employees, to creating value for our shareholders and to promoting economic growth and stability in the community.

“Commonwealth Bank sincerely thanks all applicants for their interest in becoming a part of our team, however, only those applications being considered will be contacted.”