Jude Okyere

Roles:

• Handled cash and card payments with precision, maintaining customer confidentiality and discretion throughout.
• Checked notes carefully to spot counterfeit currency.
• Checked customer ID when selling age-restricted items, following store policy.
• Prepared and presented end-of-day trade reconciliation reports to senior traders and risk management personnel
• Recommended products and services to customers based on requirements.
• Displayed and restocked merchandise by following brand guidelines.
• Checking dates across our fresh produce and grocery products
• Helping Customers and providing the best possible service.

Team Lead - July 2020 - August 2023.

Roles:

• Serve as facilitator / faculty for various trainings sharing knowledge with hands-on experience on full electronic / digital payment system imparting various units of business (from settlement, reconciliation and dispute resolution schedules.
• Investigate over 5,000 customer disputes (both On-Us and Not-On-Us) reported from account directly year-on-year.
• Identify challenges and possible fraud through case management
• Work directly with Merchants and Relationship managers to implement solutions that better serves business while ensuring customer satisfaction.
• Coordinate and follow up disputes from Customer Service officers from over 30 bank branches in well-organized manner so as to ensure timely resolutions.
• Review, monitor, and analyze daily dispute reports through excel database that organizes reported.
• Reconcile chargeback claim discrepancies to validate accuracy of payments according to proven guidelines.
• Determine root cause of any denied chargeback claim and communicate internally to ensure future claims are submitted accurately.
• Supervise various process improvements with dispute notifications and logging systems ensuring efficiency in work execution.
• Funds disbursements and Fee collections - Pass credits to cardholders accounts for successful/validated Issuer chargeback claims.
• Pass debits/charges to merchants’ account for Acquirer chargebacks accepted by merchants.
• Ensure correct presentments / arbitrations are made to enhance chances of successful rebuttals of chargebacks.
• Contact merchants/customers through designated officers to request documentation to initiate or rebut disputed transactions.

Card Settlement and Reconciliation Officer: September, 2017 to July ,2020.

Roles:

• Reduced corporate risk, liaising with cyber security team to validate optimal protections against fraud and vulnerabilities.
• Examined financial documents to check totals, verify transaction accuracy and identify discrepancies.
• Posted financial data to appropriate accounts in automated accounting system.
• Ensured settlement files received are passed into relevant accounts as per internally approved guidelines. Settlements include;
• Submitted required accounting certifications with transactions.
• Reviewed bank statements, general ledgers and expense reports to reconcile costs with budget requirements.
• Managed about 50 corporate bank accounts.
• Verified accounting records, following up outstanding transactions.
• Successfully delivered on tasks within tight deadlines.
• Increased customer satisfaction by resolving issues.

Team Member; September 2016 - September,2017.

Roles:

• Scanned financial records, locating and correcting any errors.
• Merchant POS Settlement
• ATM Acquiring Settlement
• On-Us ATM/POS Settlement
• Transactions Settlement

Remote On-Us Transactions Settlement

• Card Loads and Withdrawals
• Visa Net Service
• MasterCard Net Service
• Supervised reconciliation data processed by schedule officers holding high and strict level of accuracy to prevent financial loses.
• Reconciliations include;
• Card Account Balancing (Prepaid Credit)
• Settlement Accounts/GL reconciliation
• Transactions reconciliation (Postilion-Ethix)
• Ensured income streams were enhanced while expenditure lines minimized drastically.
• Generated and shared timeous and accurate data / reports with superiors for better decision
• making on financial positions Acquiring and Issuing portfolios.
• Very good appreciation of Card Management System TW-CMS and TW-ONLINE platforms of Citrix application assisted in identifying, processing, monitoring, and resolving cardholder disputes/complaints.
• Queried, extracted and interpreted data generated from Card Management System for business decisions.

Key Responsibilities:

• Partnered with management to implement processes and complete special projects.
• Facilitated communication between project team members and stakeholders.
• Raising and soliciting funds for building a library complex in the Western Region of Ghana
• Educating people on the importance of keeping the environment clean and infection control measures Organizing clean-up exercises.
• Leading groups to make presentations and donations to deprived communities
• Supporting the less privileged in the society.

Key Responsibilities:

• Conducting research, drafting findings and final recommendations on social welfare issues
• Coordinated project meetings, documenting key action items and decisions.
• Promoted continuous improvement by problem-solving and sharing suggestions to optimize team operations.
• Sensitization of people on the effects of streetism
• Educating corporate and family care givers in foster homes on child bearing and trainings
• Reuniting street children to their parents or foster care homes
• General supervision of reunited children to check on their wellbeing.

Key Responsibilities:

• Addressed incoming requests for information, inquiries, and complaints.
• Issuing summons to client
• Lodging of complaints
• Calling cases for hearing
• Entering adjourned cases
• Arranging docket accordingly.
• Sought feedback actively and used it to improve performance.
• Used strong work ethic to meet stringent deadlines.
• Shadowed senior team members to develop practical knowledge and gain critical industry-specific skills.
• Worked productively with team members to achieve common goals.