Other Specification:

• Bachelor's degree in finance, business administration, or a related field. Additional certifications in risk management or dispute resolution are a plus.
• Knowledge of payment networks, digital frauds, and chargeback procedures.
• Excellent analytical skills and attention to detail to investigate and resolve complex disputes effectively.
• Strong communication and negotiation abilities, with a focus on customer satisfaction.
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
• Familiarity with data analysis tools and reporting techniques is beneficial.
• Proven experience in a similar role within the fintech or financial services industry, with a strong understanding of dispute management processes and industry regulations.

Note:

• Male candidates are highly encouraged to apply.

Job Description:

Dispute Resolution

•  Investigate and analyze customer disputes related to financial transactions, including but not limited to payments, chargebacks, and fraud cases.
• Collaborate with customer support, operations, and compliance teams to gather relevant information and evidence to assess the validity of the disputes.

Compliance and Regulation

•  Ensure all dispute resolution processes and actions comply with relevant industry regulations, payment network rules, and company policies.
• Stay updated with the latest regulatory changes and ensure the company's practices align with legal requirements.

Customer Communication

• Communicate with customers professionally and empathetically, keeping them informed about the status and progress of their dispute resolution.

Risk Management

• Identify potential risks associated with disputes and take proactive measures to minimize losses and fraud.

Process Improvement

• Continuously review and optimize dispute resolution processes to enhance efficiency and accuracy.
• Collaborate with cross-functional teams to implement automation and other technological solutions for dispute management.

 Reporting and Metrics

• Maintain comprehensive records of dispute cases, including resolutions, outcomes, and trends.
• Prepare regular reports and present key metrics to management for performance evaluation.

 Team Management

• Lead and mentor a team of dispute analysts, providing guidance and support to ensure effective dispute resolution.

Source: Merojob 

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