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Available Vacancies :


Customer Sector Manager

Operation Support specialist


Roles and responsibilities
1- Monitor all systems using monitoring applications .
2- Take corrective actions that needn't software development - like starting stand by systems .
3- Help in searching the causes of the problem using logs and services status .
4- Daily procedures related to system operations .
5- Work as first level support for the systems .
6- Provide daily reports about system errors or problems .
7- Create , follow up and co-ordinate between Business , Development , Quality and Operations for New changes through the change management policy .
8- Report , follow up system problems until solved .
9- Ensure accurate monitoring, logging, metrics, and alerting of Systems.
10- Document all operational functions and maintain updated operational manual .
11- Continuously search ,test alternate solutions and new technologies to enhance system and business performance.
12- Manage the SLA's with vendors and institutional clients .

Job Requirements

1 - B.S. Computer science  .
2- 4 years experience with software and information systems .
3- 1 year experience with trading or financial systems .
4- knowledge of SQL and programming ,Preferred if having Oracle DB experience .
6- Familiar with Support levels/ structure as per ITIL and best practice ,preferred ITIL certified .
6- Strong project management skills , preferred PMP certified . 
7- Experience with systems monitoring and tuning .
8- Ability to analyze the business needs and process workflow in order to solve problems.
9-Preferred if having Unix (HP-UX ) or Linux experience .
10- Strong communication and analytical skills .
11- Strong Troubleshooting and problem solving skills .
12- Very good Arabic and English .

Technical Support

Network and Terminals Department Manager


 Follow-up technological developments in the field of technical services and provide proposals for developing and updating data rooms and components according to the best prevailing technological levels.

    Setting strategic development plans and assessing budgets related to maintaining the requirements of operation/ renovation / modernizing the technical infrastructure, tools and means of technical work to be presented at meetings of the technology sector council for approval.

   Developing mechanisms and operational plans for the management of technical services mechanisms, systems of communications, networks, data rooms,devices and accessories.

        Ensuring the quality of the technical infrastructure services at The Group.

Coordination with the Risk Committee at The Group to evaluate and assess the operational risk related to technical services and propose solutions to reduce   risks.

Direct responsibility for distributing tasks and following up work teams in charge of communications, networking systems,servers, desktop computers, printers and accessories.

        Implementing The Group policies regarding the department procurement of various needs of hardware, software and following up the process of delivery from suppliers and installation.

        Management of internal technical support system and the following up the external support level through service providers.

        Management of the daily technical operations according to the steps laid down and the standard mechanisms.

        Provide suggestions for updating the components of the data rooms, technical infrastructure and networks stemming from the daily operation of the components in accordance with best practices

        Monitoring compliance with the IT security standards in accordance with the international standards, policies and procedures.

        following up the implementation of contracts with suppliers and providers of technical services to insure the irdelivering   services according to the service level agreement.

        Ensure highest level of confidentiality to protect company and customers’data.

        Adopting requirements of systems users  in terms of the technical resources of The Group.

        Responsibility for maintaining data backups and restoring them when needed.

Participate in IT Sector meetings which aim to coordination

gthe sector works and implementing development projects.

VII Officer

Maintenance Engineer (In charge of the building)

Senior Chargeback and Fraud Analyst Officer - Credit Cards


The Group is seeking a Senior Chargebacks and Fraud Analyst for its Payment Operations team.  If you are motivated by wanting to help partners and merchants be successful, and enjoy being able to apply your experience and expertise to solve key challenges such as keeping losses down, then this is the role for you.


As a Senior Chargebacks Analyst, your goal will be to improve the overall win rate of the chargebacks coming in. Handling and responding to chargebacks, inquiries, draft retrievals etc. will consume a good portion your day on the job. This individual will play a critical role in establishing key operational processes and procedures for chargebacks handling globally. You will be called upon to share your deep insights by other teams such as account management, customer delight etc.


         Review transaction information and chargebacks filed with various card brands, processors, and gateways

         Process credit card inquiries, retrieval requests, chargebacks, disputes via ticketing system and payment portals

         Research and compile evidence to validate transactions to submit to processors for re-presentment

         Manage queues of dispute activity to ensure all timelines are met for proper response to acquirers.

         Consult with Customer Delight, Risk, Product and other internal teams as required.

         Monitor, evaluate and respond to chargeback claims

         Apply risk management policies and procedures to help manage and minimize losses

         Maintain strong working knowledge of card network processing and regulations

         Respond to inquiries from internal and external customers regarding chargeback process, requirements and case status

  • Identify fraud trends through multiple sources, complete link analysis activities to prevent fraud.

  • Complete reports, dashboards, internal and external presentations to demonstrate investigative and analysis results

  • Support internal quality checks though audits and account reviews

  • Responsible for opening all production floor Service Desk Tickets where applicable.

  • Work as a subject matter expert, assisting your team with difficult scenarios and provide guidance to ensure calls and cases are handled correctly to achieve first contact resolution.

  • Respond to client requests for information pertaining to escalated dispute/fraud claim as it progresses through the case lifecycle

  • Identify potential fraud trends through effective case management for analysis and review by the fraud team.

  • Report on each fraud type as required

  • Analyze data and utilize tools and resources to perform trending analysis in relation to fraud cases.

  • Report customer feedback by adhering to established escalation matrix.

  • Mentor employees on procedures and systems related to chargeback lifecycle

  • Complete production work for Fraud Analytics as required

  • Adhere to Quality Standard Guides defined by the client.

  • Adhere to requirements and controls in relation to PCI standards.

  • Adhere to all service level agreements outlined by the client.


Required Qualifications

         At least 4-5 years’ experience in chargebacks & investigations in payments industry

         Strong relationship and communication skills to ensure proper customer interaction

         Analytical, quantitative mindset with a keen attention to detail

         Must possess a high level of computer skills to effectively use multiple systems

         Ability to work on routine tasks both independently and with the team

         Willingness to adapt to a constantly changing, customer-driven work environment

         Self-starter and comfortable taking initiative while quickly grasping concepts, processes, and ideas

         Knowledge of card networks’ Operating Regulations

         Bachelor degree in: Business, Finance & Banking or Accounting or any other related field

After Sales Service Officer - Credit Cards


To run the day to day customer care, operations, & complaint of the branch through the development of a highly developed and motivated sales and service culture ensuring the achievement of all financial and non-financial targets in line with The Group for cards services objectives and required standards 


Planning and Reporting: Prepare the branch sales plan and staff target allocations and to monitor, track and analyze the sales report, branch performance and customer attrition to achieve the assigned financial targets.
Sales and Service Support: Lead and motivate the branch team members to perform all sales and service related activities for existing and walk in customers to group securities.
Ensure that all customer queries and service requests are processed and delivered within the agreed service level turnaround time; identify potential business acquisitions and actual sales growth opportunities.
Customer Support: Monitor and assess the efficiency of the branch workflow in regards to internal and external customer expectations, service levels, waiting times and turnaround times for service requests.
Monitor card activation & usage.
Monitor cancelation.
Continuous Improvement: Manage and motivate the team to ensure they contribute to, and participate in, the identification and implementation of change initiatives, programmers and projects in line with the group for cards services standards

Policies, Processes, Systems and Procedures
Implement approved departmental policies, processes and procedures, and ensure employee adherence so that work is carried out to the required standard while delivering the required standards of service to customers and stakeholders.

Administrative work:
Process Beginning & End of Day transactions and reports.
Responsible for Customer Advisors transactions, control & check related documents/contracts.
Responsible for Quality Assurance and validation.
Monitor that Standing Orders were executed on time.
Perform Spot checks 4 times a month.
Ensure Database consistency for clients’ accounts.
Supervise cash/plastics to/from the Main Vault.
Delivery of pins (all kinds of cards).
Check & control all canceled credit cards performed by the customer service officers, & call center.
Monitor all archiving transactions done in the branch.
Monitor all transactions related to delinquent customers.
Process the re-activation of dormant accounts, & in-active accounts (x, z)
Follow up audit recommendations.
Follow up dues.
Follow up daily reports.
Conduct the tasks of customer service manager in case of his absence and upon the authorities granted to after sales officer.
Maintain and develop cards related functions in order to meet the group for cards services targets.
Attract new customers.
Promote cards products and services.
After sales cards activation.
Ensure the implementation of the basic reception criteria (smile, patience, welcoming…), the behavior (formal costume, no-smoking, food…) and the availability of the counter staff.
Ensure the quality of customer service provided from the team.
Ensure the availability and the maintenance of the embossing machines.
Ensure the appropriateness of the general appearance of the branch and the staff.
Ensure the hygiene of the external status of the branches (logos, wall cleanliness, entrance door…).
Ensure that incoming & outgoing calls are being handled in a professional way to meet clients' requests.
Make sure that all brochures and commercial adds are well positioned for clients.
Follow up on client’s complaints.

Responsible for the Elite and sensitive accounts.
Responsible for keys & combination hand over between employees.
Monitor Operational risk and compliance for all entries & transactions.
Check all contracts, & cheques filled by customer service & customers.
Management Skills.
Team worker.
Negotiation and Problem Solving Skills.

Required Qualifications
At least 4-5 years’ experience in senior customer service position in a financial institution.
Strong relationship and communication skills to ensure proper customer interaction.
Analytical, quantitative mindset with a keen attention to detail.
Must possess a high level of computer skills to effectively use multiple systems.
Ability to work on routine tasks both independently and with the team.
Willingness to adapt to a constantly changing, customer-driven work environment.
Self-starter and comfortable taking initiative while quickly grasping concepts, processes, and ideas
Knowledge of credit cards products, quality control, & customer retention.
Bachelor degree in: Business, Finance & Banking or Accounting or any other related field

Call Center Representative - Cards security


We are looking for a Call Center Representative that will be the liaison between our company and its current and potential customers. The successful candidate will be able to accept ownership for effectively manipulating customer issues, complaints and inquiries keeping customer satisfaction at the core of every decision and behavior.

Job duties:

  • Manage large amounts of inbound and outbound calls in a timely manner
  • Follow communication “scripts” when handling different topics
  • Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
  • Seize opportunities to up-sell products when they arise
  • Build sustainable relationships and engage customers by taking the extra mile
  • Determines requirements by working with customers.
  • Answers inquiries by clarifying desired information; researching, locating, and providing information.
  • Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
  • Fulfills requests by clarifying desired information; completing transactions; forwarding requests.
  • Sells additional services by recognizing opportunities to up-sell accounts; explaining new features.
  • Maintains call center database by entering information.
  • Keeps equipment operational by following established procedures; reporting malfunctions.
  • Updates job knowledge by participating in educational opportunities.
  • Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
  • Meet personal/team qualitative and quantitative targets
  • Cards operations: urgent limit increase, suspend cards, monitor fraud, report fraud, take actions on fraud cases, and support card holders with all cards features & benefits inquiries.

Skills and Qualifications:

  • Customer Focus, Customer Service, Data Entry Skills, Listening,Phone Skills, Verbal Communication, Building Relationships, People Skills,Interpersonal Savvy, Problem Solving, Multi-tasking
  • Previous experience in a customer support role.
  • Strong phone and verbal communication skills along with active listening
  • Strong relationship and communication skills to ensure proper customer interaction.
  • Familiarity with CRM systems and practices
  • Customer focus and adaptability to different personality types
  • Ability to multi-task, set priorities and manage time effectively.
  •  Analytical, quantitative mindset with a keen attention to detail.
  • Must possess a high level of computer skills to effectively use multiple systems.
  • Ability to work on routine tasks both independently and with the team.
  • Willingness to adapt to a constantly changing, customer-driven work environment.
  • Knowledge of credit cards products, quality control, & customer retention.
  • Bachelor degree in: Business, Finance & Banking or Accounting or any other related field.
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