Key Responsibilities:
Chargeback Management & Dispute Resolution
- Manage and process chargeback cases in line with card network and banking regulations.
- Provide specialist advice and guidance to merchants on chargeback procedures and compliance requirements.
- Analyze dispute cases and ensure timely submission of representments and documentation.
- Identify and address gaps or inefficiencies in the chargeback handling process.
Fraud Prevention & Risk Management
- Investigate potentially fraudulent chargeback claims and escalate high-risk cases.
- Support fraud prevention strategies by identifying patterns and trends in disputes.
- Work closely with risk and compliance teams to mitigate financial exposure.
Stakeholder Coordination
- Liaise with financial institutions, payment partners, and external stakeholders on chargeback-related matters.
- Communicate effectively with merchants regarding documentation, timelines, and resolution updates.
- Ensure adherence to defined turnaround times while maintaining service quality.
Process Improvement & Compliance
- Develop, document, and maintain standard operating procedures for chargeback management.
- Ensure compliance with banking regulations, card network rules, and internal policies.
- Maintain accurate records and prepare reports for management review.
