Job Purpose:

The chargeback Officer acts as a point of contact between the bank and merchant to recover the disputed amounts presented wrongly to customer accounts. The role also requires reading capabilities to under operating rules by payment scheme, process know-how, and the ability to solve problems. The chargeback Officer must use the resources necessary to manage reported issues/requests and escalate internally to ensure the resolution of the matters reported as per the agreed TAT.

Role and Responsibilities:

• Handling the resolution of Issuer disputes in accordance with Payment Scheme local and international operating rules
• Log, track, and follow up to close all items raised by clients. Understand and communicate expectations of clients internally and ensure the communications of status is done on a timely basis with the bank according to SLAs.
• Ensure that all items are logged and closed within the stipulated time frame and manage client expectations.
• Ensure that the entire activities of the Chargeback unit are done on a timely basis.
• Daily / Weekly / Monthly tracking of disputes and other items on reported issues pertinent to the clients. Ensure all issues whether escalated or not escalated are recorded in the agreed issue register.
• Ensure traction in customer issues getting closed, where these are pending confirmation from client banks.
• At all times, remain accessible and display the required energy and passion to ensure excellent support to client banks

Minimum Requirments:

• Bachelor’s Degree in Commerce 
• 2+ years experience in the banking industry
• Customer Service experience is highly desirable.
• Strong problem-solving skills.
• Outstanding interpersonal and team working skills.
• Outstanding communication and negotiation skills - both verbal and written.