JOB PURPOSE

The primary purpose of the role is operational support for processing daily electronic data, transactions, reviewing financial reports for accuracy, and ensure reconciliation & settlement reports are accurate and delivered, on time and to the intended destinations. This role will also be tasked with analysing future software systems for transitions, assisting with creating automated procedures for reconciliation, and ensuring compliance to PCI DSS standards. Therefore, this analyst’s role involves solving problems by analysing reports and related large data chunks and presenting meaningful outcomes of the production reports, ensuring continuous monitoring and improvement of the Reconciliation and Settlement processes and functions including preventative and proactive measures to enable system stability, reconciliation, and settlement.

RESPONSIBILITIES

Technical Support

• Conduct audits on reports to identify gaps, accuracy and inconsistencies and escalate for recommended resolution
• Ensure the accuracy of internal billing data
• Effective resolution of escalated issues thorough root cause analysis and / or providing concise reporting.
• Process daily settlement investigations, ensuring accuracy and adherence to established procedures.
• Conduct reconciliations of merchant reports and transactions to identify discrepancies and resolve them promptly.
• Collaborate with internal teams (such as finance, operations, and Back Office) to investigate and resolve settlement issues.
• Monitor and report on settlement issues
• Participate in the development and implementation of process improvements to enhance efficiency and accuracy in settlement and reconciliation processes.
• Internal change requests are submitted and followed up on, for repeated requests or issues.
• Provide support functions for the Recon & Settlement environment.
• Ensure production platforms are reviewed periodically, maintenance and housekeeping are performed, including archiving and monitoring solutions.
  Identify enhancements to improve supportability, operability, and performance of systems.
• Maintain the internal Reconciliation and Settlement environment and perform day-to-day admin tasks.
• Track and report on incidents.
• Conduct SQL / PostgreSQL scripting and DB maintenance.
• Work independently and in a team to troubleshoot all support requests and follow escalation matrix.

Customer Service

• Provide resolution for support requests to customers, according to the Service Level Agreement
• Configure, troubleshoot, isolate, repair, and resolve all customer issues.
• Ensure effective communication of planned and unplanned report outages to customers within SLA and in accordance with the TJ communications policy.
• Ensure alerts or escalations to the squad are responded to, resolved timeously, and communicated to stakeholders within SLA.
• Establish and maintain a positive professional relationship with customers.
• Adherence to agreed SLA’s to ensure consistent and predictable service delivery.
• Support tactical and strategic goals of the operations team.
• Facilitate with reconciliation and settlement disputes between Merchants, transaction Authorizers and acquirers.

Work collaboratively

• Build a culture of respect and understanding across the organization.
  Recognize outcomes which resulted from effective collaboration between teams.
• Build co-operation and overcome barriers to information sharing, communication, and collaboration cross the organization.

Self-Management

• Set an example through personal quality and productivity standards and ways of working with others.
• Demonstrate consistent application of internal procedures. Plan, prioritize, demonstrating abilities to manage competing demands.
• Strong ability to effectively interact with management and cross-functional departments on a regular basis.
• Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational and team needs.

BEHAVIORAL COMPETENCIES

Customer Focus

Building strong customer relationships and delivering customer-centric solutions

Instils Trust

Gaining the confidence and trust of others through honesty, integrity, and authenticity.

Situational Adaptability

Adapting approach and demeanour in real time to match the shifting demands of different situations.

Manage complexity

Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. E.g. quickly determine the most critical data and focus analysis there; recognizes even subtle symptoms that indicate problems; probes deeply for root causes; use systematic problem-solving methods, well.

Ensures Accountability

Holds self and others accountable to meet commitments. Holds self to high standards and consistently honour policies, procedures, and work requirements. Scrupulously ensures all work is accurate. Demonstrate abilities to anticipate and manage change. Demonstrate flexibility, in balancing achievement of own objectives with abilities to understand and respond to organizational and team needs.

Cultivates Innovation

Creating new and better ways for the squad and organization to be successful.

Collaborates

Building partnerships and working collaboratively with others to meet shared objectives.

Business Insight

Applies knowledge of business and the marketplace to advance the squad and organization’s goals. E.g. shows considerable business insight, beyond the fundamentals, asks probing questions and draws on a variety of sources to gain insight and to explore business drivers or industry trends.

Plan and Align

Plan and prioritize work to meet commitments aligned with squad and organizational goals. E.g. adopt a sequence of activities that allows for optimal efficiency and effective coordination with others. Make skilful use of resources and support to deliver efficient, high-quality work.

Balances Stakeholders

Anticipate and balance the needs of multiple stakeholders. E.g. draw upon insights from varied sources to gain a rich understanding of how to meet the needs of multiple internal and external stakeholders. Probe deeply in order to gain a rich, detailed grasp of the priorities of different stakeholders. Take initiative to respond to stakeholder problems.

Drive Results

Consistently achieve results, even under tough circumstances. E.g. devote considerable effort to surpassing goals and achieving the best possible results; go above and beyond to achieve excellence. Drive ahead with great focus when faced with obstacles and setbacks. Maintain productivity and a positive attitude. Adapting approach and demeanour in real time to match the shifting demands of different situations.

Financial Acumen

Interpret and apply key financial indicators to make better business decisions. E.g. swiftly assembles and fluently interpret the financial data and metrics relevant to the role. Draw rich insights from financial and quantitative data.

EDUCATION

• Matric
• Post graduate qualification in Information Technology or similar.
  Diploma or related experience with finance ( Accounting, Finance or Business Administration)
• Certificate or Proficiency in the Microsoft Office applications, especially Microsoft Excel
• SQL / PostgreSQL

EXPERIENCE

• Minimum 1-3 years’ experience in similar role in the payments industry.
• Prior experience of financial transaction processing or the Postilion Application suite (Advantageous)
• Relevant and extensive experience in transactional payment processes and databases. (Advantageous)
• Demonstrate good analytical and problem-solving skills with the ability to identify cause and effect and communicate results in a structured manner.
• Excellent attention to detail, organizational skills, time management skills and the ability to handle multiple deadlines daily.
• Must be able to work well with others, specifically within a team environment.
• Enthusiastic team player, but also capable of working independently.
• Strong ability to effectively interact with customers, management and cross-functional departments on a regular basis.
• Strong technical skills.
• Experience of financial transaction processing (Advantageous)
• Exceptional analytical abilities, including the interpretation of large data sets and deciphering the findings logically
• You communicate your actions and intentions clearly – verbally as well as in a written form. Strong
• Excellent problem-solving, high levels of attention to detail and resilience.
• Ability to multi-task in a deadline-driven environment and show initiative.
• Strong organisational and resourceful capabilities.
• Exposure and experience with SQL (advantageous).
• Experience in ITIL Foundation (advantageous).