Dispute Resolution Officer at Moniepoint Inc.

About the Eole

• The Dispute Resolution Officer is responsible for managing, investigating, and resolving transaction disputes across payment products—MPGS, VISA, Account Switch, and Direct Debit, etc.
• This role ensures disputes are handled in line with scheme rules, partner SLAs, and internal SOPs, while minimizing financial and reputational risk to the business.

Key Responsibilities
Dispute Handling & Resolution:

• Receive, log, and manage disputes from merchants, banks, partners, and internal teams.
• Investigate transaction disputes including:
  • Failed but debited
  • Successful but not credited
  • Duplicate charges
  • Unauthorized transactions
  • Chargebacks for both International and domestic switching and processing (Mastercard, VISA)
• Track disputes from initiation to resolution. Scheme & Regulatory Compliance
• Handle International switching / International issuing and acceptance disputes and chargebacks in line with scheme rules and timelines.
• Ensure proper documentation, evidence collation, and submission within defined timeframes.
• Manage representment and pre-arbitration processes where applicable. Root Cause Analysis
• Identify why disputes occur (system issues, partner issues, routing failures, settlement gaps).
• Escalate recurring issues to Product, Engineering, and Ops leadership.

Stakeholder Management:

• Liaise with banks, merchants, processors, and internal teams to resolve disputes.
• Provide clear updates and resolution timelines.
• Support merchant/customer support teams with accurate information.

Reporting & Process Improvement:

• Maintain a dispute tracker with clear statuses and timelines.
• Prepare weekly/monthly dispute reports.
• Identify trends and recommend preventive controls.

Products Covered:

• international switching (Mastercard, Visa, Amex, China Union pay)
• Domestic switching (NIP, NIBSS, UP, etc) 

Preferred Qualifications

• Bachelor’s Degree in Business, Finance, or related field
• 3 - 5 years of experience in payments operations, disputes, or customer operations
• Knowledge of card schemes (VISA, Mastercard ) is a strong plus
• Fintech or banking experience is an advantage

Required Skills & Competencies:

• Strong investigative and problem-solving skills
• Excellent communication and stakeholder management
• Ability to interpret transaction logs and reports
• Strong documentation skills
• Good understanding of transaction life cycles
• Ability to work under strict timelines.