Lobna Ayman Abdel Aziz Mohamed
Head Of Chargeback
New cairo
Summary
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
12
12
years of professional experience
2
2
Languages
Work History
Head of Chargeback & Risk Management
SAIB Bank
09.2022 - Current
- Ensure handling all the related issuer and acquirer disputes regarding debit or credit cards in accordance with EBC and MasterCard International rules and regulations.
- Ensure handling all E-payments related disputes regarding saib wallet, Raseedy and IPN.
- Review and validate dispute cases to ensure rule based decisioning and evidence preparation.
- Coordinate with fraud, cards operations, and customer service teams to resolve dispute efficiently.
- Ensure handling all dispute cycles within the timeframe.
- Ensure handling monthly breakdown for chargeback accounts.
- Responsible for preparing monthly statistics and reports.
- Maintaining zero financial losses.
- Designed and implemented BAW system to track, and manage chargeback and dispute cases end to end.
- Proposed the idea to set ATM wallet withdrawal limit to EGP 4,000, which positively affected ATM commission by 28% growth.
Chargeback & Risk Management Team Leader
SAIB Bank
03.2019 - 09.2022
- Review all the related handled issuer and acquirer disputes regarding debit or credit cards in accordance with EBC and MasterCard International rules and regulations.
- Review handling all dispute cycles within the timeframe.
- Review handled monthly breakdown for chargeback accounts.
- Created chargeback issuer and aquirer automated excel sheets.
Senior officer, Card Chargeback
First Abu Dhabi Bank
10.2016 - 03.2019
- Handle all related issuer and acquirer disputes regarding debit or credit cards in accordance with Visa and MasterCard International rules and regulations.
- Ensure handling all dispute cycles within the timeframe.
- Created chargeback issuer sheet that automatically calculates the timeframes according to the reason code and the chargeback cycle.
- Created Midway chargeback sheet between the card center and the call center, in order to facilitate updating the customers with their dispute status.
- Handle the daily fraud monitoring alerts.
- Handle the captured cards.
- Handle monthly breakdown for chargeback accounts.
Senior Chargeback Officer
Audi Bank
11.2015 - 09.2016
- Handle all related issuer and acquirer disputes regarding debit or credit cards in accordance with Visa and MasterCard International rules and regulations.
- Ensure handling all dispute cycles within the timeframe.
- Handle the captured cards.
- Handle monthly breakdown for chargeback accounts.
Cards Fraud Analyst
Audi Bank
10.2014 - 11.2015
- Handle the daily fraud monitoring alerts to minimize fraud and skimming cases over the debit and credit cards.
- Handle to investigate all received skimming cases.
- Control all taken actions by all units in the Card Center Department to ensure handling all tasks correctly by detecting the incorrect actions to be rectified.
Customer Service Executive
HSBC Bank
02.2014 - 09.2014
- Worked as a call center agent at HSBC serving customers in UAE region.
- Handle to meet customer's expectations by assisting them in their inquires.
- Handle credit card payment, national and international transfers over the phone.
Education
Credit Course -
EBI
04-2019
B.A. - Finance & Investment
Cairo University
06-2013
Skills
Microsoft office (Excel ,Word, PowerPoint)
Work under stress
Time management
Presentation skills
Team leading
Commited Person
Detail oriented
INTERNS AND TRAININGS
- February 2013 – April 2013 Trainee at the Trading Room and Technical Analysis Department in Pioneers Securities.
- A required field study program by the university to decrease the gap between the academic education and the working experience, which increased my knowledge in the stock market and how to analyse it through the stock price and its moving average.
- August 2012 Customer Service Trainee at a Retail Branch in NBK Bank
- Description Trained how to deal with customers and satisfy them by meeting their needs.
- Opened and closed accounts, received maintenance requests.
- Offered banks products.
- February 2012 – May 2012 Junior Professional program Track I & II at the American Chamber "Business Soft Skills Workshop"
- Academic Year 2012 Academic Coordinator at Advertising council in Tshanj "Student Activity"
- Academic Year 2011 Delegate at Advertising council in Tshanj "Student Activity"
Timeline
Head of Chargeback & Risk Management
SAIB Bank
09.2022 - Current
Chargeback & Risk Management Team Leader
SAIB Bank
03.2019 - 09.2022
Senior officer, Card Chargeback
First Abu Dhabi Bank
10.2016 - 03.2019
Senior Chargeback Officer
Audi Bank
11.2015 - 09.2016
Cards Fraud Analyst
Audi Bank
10.2014 - 11.2015
Customer Service Executive
HSBC Bank
02.2014 - 09.2014
B.A. - Finance & Investment
Cairo University
Credit Course -
EBI