Payment Operations Associate at Moniepoint Inc.

About the role

• We are looking for a meticulous and commercially minded Card Operations Specialist with hands-on experience in handling Visa disputes and Chargebacks. You will own the end-to-end card operations, dispute lifecycle for card transactions, lead investigations, and drive recoveries while reducing recurring operational issues. The ideal candidate understands Visa scheme rules and workflows, has proven success working with Visa chargeback reason codes and platforms, and can turn dispute data into process improvements.

Key responsibilities

• End-to-end card lifecycle and operations (Card logistics, reconciliation, chargebacks, etc.).
• Receive and triage disputes, inquiries, and chargeback requests.
• Collect, analyze, and compile evidence (transaction logs, proof of delivery, customer communications, AVS/CVV results, merchant receipts, CCTV, etc).
• Produce dashboards and regular reports (chargeback rate, win-rate, MTTR, recovery rate, reason code distribution).
• Create and maintain SOPs, templates, evidence checklists, and knowledge base articles.
• Train customer support, merchant operations, and other stakeholders on dispute handling best practices.
• Work with finance to reconcile recovered amounts, chargeback fees, and refunds.

Visa-specific procedures

• Apply knowledge of Visa chargeback reason codes and the Visa dispute lifecycle (retrieval, chargeback, representment, pre-arbitration, arbitration).
• Use Visa dispute platforms and workflows (e.g., Visa Resolve Online or equivalents) where applicable.
• Ensure submissions meet Visa evidentiary requirements, formatting, and timeline constraints.
• Maintain rigorous adherence to Visa scheme rules and internal policies.

Required experience & qualifications

• 3+ years handling card operations, disputes/chargebacks in a financial institution, preferably an issuer.
• Direct, demonstrable experience handling Visa disputes (knowledge of Visa reason codes, dispute lifecycle, and Visa rules).
• Experience working with issuers, payment processors, and/or dispute vendors.
• Strong knowledge of card payment flows and common fraud/merchant/service issues.
• Excellent written and verbal communication
• Experience with ticketing/CRM systems (Zendesk, Jira).

Nice to have:

• Strong spreadsheet skills (pivot tables, VLOOKUP/XLOOKUP, formulas); SQL for data pulls is desirable.
• BI/dashboarding: Power BI, Tableau, or similar.
• Basic scripting (Python/R) is advantageous for automation and data analysis.
• Understanding of basic security controls.
• Commercial literacy: understand cost impact (fees, refunds, revenue losses).

Education/Certifications

• Bachelor’s degree in Finance, Business, IT, Risk, or related field (or equivalent experience).
• Relevant certifications or payments industry training are a plus.