General Purpose
The Chargeback & Dispute Officer is responsible for managing cardholder, merchant, and or ATM disputes from start to finish. The role contributes to accurate dispute handling, timely chargeback processing, risk mitigation, and quality service delivery in line with applicable card scheme regulations and internal procedures.
Position Highlights
- Investigate and process disputed cardholder, merchant, and ATM transactions.
- Manage chargeback cases from initiation through final resolution.
- Collect, review, and submit supporting documentation and evidence.
- Monitor deadlines and ensure compliance with card scheme requirements.
- Identify trends, recurring issues, and opportunities for process improvement.
Requirements
- Bachelor’s degree in Business Administration, Finance, Banking, Accounting, or a related field.
- Minimum 2-4 years of experience in banking operations, payments, card operations, fraud investigations, disputes, or chargeback processing.
- Knowledge of card payment processes, card schemes, and dispute management practices is an advantage.
- Strong analytical skills and attention to detail.
- Professional skepticism and sound judgment.
- Accountability.
- Ability to work under pressure, meet strict deadlines, and communicate effectively with internal and external stakeholders.
- Excellent knowledge of Microsoft Excel.
- Ability to work with different software applications.