Dispute and Chargeback Officer at Arca Payments Limited

Job Summary

Ensure that all card related customer’s complaints as well as electronic channels issues are resolved promptly in line with agreed SLA by ensuring that complaints logged through the IDRS, Card scheme and local processors on the dispute resolution platform and email are attended to promptly.

Job Details

Operational 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 resolution systems against ARCA’s clients are promptly attended to, to guide against financial loss. 
• Maintain customer service standards to retain the cardholder base by ensuring the service provided is appropriate and taking prompt action to rectify problems/queries
• Develop and maintain business relations with the chargeback team at NIBBS, VISA, Mastercard, etc), unified payments, Interswitch, and ARCA settlement banks
• Ensure all inquiries and complaints relating to card and channel transactions are responded to within a defined SLA time frame to guide against customer dissatisfaction. 
• Ensure settlement figures are processed and validated for all Chargeback transactions done via ATM, POS, WEB, ACH, and SVA.
• Ensure that all processed transactions are reviewed for completeness, accuracy, and validity to guide against errors.
• Research and ensure continuous updates of dispute management/chargeback processes and procedures.
• Design and implement dispute management or chargeback as a service to clients in need of such service.
• Support for transaction clearing process from time to time.
• Handle any other tasks as may be assigned by the head of the department.
• Provide weekly chargeback reports to clients

Requirements

• A business-related bachelor’s degree (or higher) preferably in accounting or other disciplines in Social Sciences from a recognized University. 
• Masters in any Social Science courses will be of additional advantage.
• Minimum of 5 years of experience in card, mobile, or payment finance, with comprehensive involvement in the settlement and daily reconciliation processes.
• Strong understanding of the operational components of payment cards, mobile payments, and the banking sector.
• Prior experience in dispute resolution.
• Excellent communication skills.

Benefits

• Internet and Airtime Stipend
• 13th Month Allowance.
• Leave Allowance( To be applicable Upon completion of the probation period)
• Conducive Work Environment.
• Flexible Work Time (Resume by 8:30 am and close by 3 pm for days physically present at the office).
• Training Opportunities for upskilling.
• Birthday Vouchers.