Dispute Resolution Officer at Arca Payments Limited

Job Objective

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

Operational Responsibilities:

• Support each bank's 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 chargeback team at NIBBS, value card (visa, Mastercard etc), unified payments, Interswitch and ARCA settlement banks
• Ensure all enquiries and complaints relating to card and channel transactions are responded to within defined SLA time frame to guide against customers 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 update of dispute management/chargeback process 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.

Key Performance Indicators / Performance Goals:

• Experience in MasterCard, Visa and Verve Chargeback process
• Understanding dispute management on account-based transactions.
• Ensure funds are recovered from partners (settlement amount from bank and reversals from other Switching partners) timely and accurately (as stipulated in the agreement between partners)
• Reconciliation updated daily and concluded & delivered by 5th of subsequent month
• 0 % repeat Audit finding
• Satisfactory audit rating
• Satisfactory customer service rating
• Ensure that all claims are resolved within the defined SLA.

Educational Qualifications / Experience

• A business-related Bachelor's Degree (or higher) preferably in Accounting or other discipline in Social Sciences from a recognized University.
• Minimum of  3 year 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.