Associate, Cards Dispute Management
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Job Purpose:
The role holder is responsible for handling Card Issuing and acquiring business disputes as per VISA and MasterCard Rules and Regulations and existing Bank Operational procedures.
Roles & Responsibilities
Key Responsibilities:
- Investigate and initiate financial disputes raised by internal and external bank clients as mandated by scheme rules and procedures.
- Follow up on disputes process as per the scheme (Mastercard and VISA) manuals to manage correct resolution with no financial loss is experienced.
- Collecting evidence, determination of the validity of a dispute and based on findings making decisions and engagement of key stake holders’ merchants and banks clients.
- Internal Stakeholder (branches, Call Center, and Complaints Handling Unit) Engagement with an aim of ensuring that dispute management is understood, and correct procedures are appropriately followed when raising the complaints.
- Tracking card disputes raised and received from other banks.
- Review of Outstanding Card Reconciliation Exceptions to ensure no outstanding reconciliation items beyond SLA.
- Analyze card related disputes to identify thematic issues that could portray fraudulent attack for reporting/escalation. Work closely with the card fraud monitoring team on the same.
- Ensure timely submission of monthly reports to the bank stakeholders, regulators, and quarterly reports submission to the Card Schemes.
- Processing of incoming and outgoing files from Card schemes portals into/from the bank Card management system within the set SLAs.
- GL and Loyalty file generation for processing into the core banking systems.
- Ensuring all card scheme settlement obligations are posted in core banking and remittances sent to Visa and Mastercard settlement banks.
- Upskilled to ensure that analyst keeps up with scheme mandated rules which enhances the ability to manage both external and internal stakeholders.
Academic Qualifications:
- Bachelor’s Degree in Business, Banking or related field.
Work Experience Required:
- At Least one (1) year relevant experience.
Competencies:
- Planning & Organizational skills.
- Analytical skills and attention to detail.
- Strong oral and written communication skills.
- Interpersonal skills to manage stakeholders at all levels.
- Ethics and integrity.
- Excellent judgment and analytical abilities and impeccable integrity.
- Strong commercial awareness and an ability to connect to business goals.
- Experience in Business Continuity Planning and Disaster recovery.
- Risk management skills.