Dispute Resolution for NIP, Card, and Bill Officers at LAPO Microfinance Bank Limited

DUTIES & RESPONSIBILITIES

• Review transaction details and supporting documents to determine the validity of disputes and chargebacks.
• Liaise with customers, merchants, and financial institutions to gather required evidence and facilitate resolution.
• Ensure all chargeback and dispute cases are logged, tracked, and resolved within stipulated timelines.
• Collaborate with fraud prevention teams to identify trends and mitigate risks associated with fraudulent transactions.
• Ensure compliance with banking regulations, card scheme rules, and internal policies.
• Prepare and submit reports on dispute resolution trends, success rates, and outstanding cases to management.
• Work with IT and payment teams to troubleshoot transaction errors and implement preventive measures.
• Provide customer support by explaining dispute processes and updating customers on case statuses.
• Conduct training and awareness sessions for internal stakeholders on chargeback procedures and dispute management.