Team Lead, Dispute Resolution at Arca Payments Limited

Summary

• The role will be responsible for resolving all dispute issues received via DMS or from Card scheme and all card & channels related customer complaints  while ensuring no financial loss due to any misjudgement of disputed cases
• The role will also provide leadership for the team and maintain good working relationships with other business units,  strategic partners (Visa, MasterCard etc) and financial institutions (Banks) to efficiently manage service issues.

Responsibilities
The position will be charged but not limited with the following responsibilities:

• Support each bank E-business team in resolving dispute related issues
• Attend to all queries from clients on dispute issues and ensure they are resolved promptly
• Ensure all claims logged on dispute resolutions systems against ARCA’s clients are promptly attended to, to guide against financial loss.
• Maintain customer service standards to retain cardholder base by ensuring service provided is appropriate and taking prompt action to rectify problems/queries
• Develop and maintain business relations with the charge-back team at NIBBS, value card (visa, MasterCard etc), Unified Payments, Interswitch and ARCA settlement banks
• Ensure that all processed transactions are reviewed for completeness, accuracy and validity
• Be vigilant to identify high risk areas and suggest necessary controls where possible
• Ensure all inquiries and complaints relating to card and channel transactions are responded to within defined SLAs time frame to guide against customers dissatisfaction.
• Ensure settlement figures are processed and validated for all Charge-back transactions done via ATM, POS and WEB
• Ensure that all processed transactions are reviewed for completeness, accuracy and validity to guide against errors
• Provide leadership to the dispute resolution team
• Perform any other task as might be assigned by the department
• Ensure submission of volume statistics report and any other report as may be required.

Requirements

• Bachelor's Degree (or higher) preferably in Accounting or other discipline in Social Sciences from a recognized University
• Minimum of 3 years working experience in cards/mobile/payment finance, fully integrated in all aspects of settlement and daily reconciliation process
• Detailed understanding of the operational aspects of payment cards, mobile payments and banking industry.
• Previous experience with Dispute resolution
• Must be articulate and possess the ability to communicate with patience and empathy

Compensation

• Compensation and benefits are highly attractive and competitive.