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Dispute Resolution Officer

Closing: Jan 17, 2023

This position has expired

Published: Dec 20, 2022 (2 months ago)

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Role Summary

The candidate will arbitrate customer disputes and compromise events, across current, new, and evolving platforms, through the use of innovative processes, data analytics, and cyber intelligence, thereby fostering balance and integrity in the payments ecosystem. They will perform various chargeback-related responsibilities.



Responsibilities
Role Summary

The candidate will arbitrate customer disputes and compromise events, across current, new, and evolving platforms, through the use of innovative processes, data analytics, and cyber intelligence, thereby fostering balance and integrity in the payments ecosystem. They will perform various chargeback-related responsibilities.



- Oversees the settlement of merchants' funds and other parties' Analyzing all scheme disputed
international transaction (VISA, MASTERCARD, AMEX, CUP)

- Ensure compliance to all card scheme dispute guides, rules, and regulations.

- Ensure enterprise compliance to CBN regulations in relation to chargeback and dispute resolution.

- To ensure effective service delivery and efficient management of all chargeback transactions and dispute in the organization within the stipulated TAT.

- Resolution of all daily escalation of all chargeback and dispute issues within a reasonable timeline.

- Ensures the organization does not incur operational loss because of chargebacks and dispute
management issues due to operational lapses.

- Ensures reduction of risk and financial loss to the organization by executing workflows that comply with the requirements of financial partners, NIBSS including the card networks and the CBN rules.

- Contribute to financial reporting and balance sheet management.

- Daily reconciliation of accounts for exceptions and escalation of exceptions to the switch and relevant parties for resolution.

- Ensure the business is not exposed to any material risks emanating from reconciliation variances.

- Document processes, procedures, resolution guides etc. for the settlement team.

- Monitor backend processes that are critical for delivering a great experience for merchants,
and processors.

- Protect business interest and financial position by identifying loopholes within the system and
working with relevant teams for prompt resolution.

- Execute chargebacks and dispute resolutions of transactions.

- Investigating and identifying unsuccessful transactions and processing refunds into customers’ and merchant accounts

Skills & Competencies Required

- Knowledge and/or experience with the payment card industry and processes

- Experience with chargeback or dispute management processes, or compliance programs

- Experience with case review and management

- Applied expertise with customer service principles, theories, and concepts

- Applied expertise of financial industry/banking operations practices

- Demonstrate consistent success working with business partners in support of cross-function/global program

- Exposure to relevant Microsoft Office programs and ability to create deliverables on a timely basis

- Exposure to working with various bankcard, payment or financial product lines, technologies, and/or operational environments

- Demonstrated ability to create and self-manage deliverables on a timely basis

Professional Requirements

- Bachelor's degree in business, finance or information technology.

- Minimum 5 years of working experience in banking or tech industry or others that relate to Treasury or banking functions.




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