Associate, Cards Dispute Management

Job Purpose:

The role holder is responsible for handling Card Issuing and acquiring business disputes as per VISA and MasterCard Rules and Regulations and existing Bank Operational procedures.

Roles & Responsibilities

Key Responsibilities:

• Investigate and initiate financial disputes raised by internal and external bank clients as mandated by scheme rules and procedures.
• Follow up on disputes process as per the scheme (Mastercard and VISA) manuals to manage correct resolution with no financial loss is experienced.
• Collecting evidence, determination of the validity of a dispute and based on findings making decisions and engagement of key stake holders’ merchants and banks clients.
• Internal Stakeholder (branches, Call Center, and Complaints Handling Unit) Engagement with an aim of ensuring that dispute management is understood, and correct procedures are appropriately followed when raising the complaints.
• Tracking card disputes raised and received from other banks.
• Review of Outstanding Card Reconciliation Exceptions to ensure no outstanding reconciliation items beyond SLA.
• Analyze card related disputes to identify thematic issues that could portray fraudulent attack for reporting/escalation. Work closely with the card fraud monitoring team on the same.
• Ensure timely submission of monthly reports to the bank stakeholders, regulators, and quarterly reports submission to the Card Schemes. 
• Processing of incoming and outgoing files from Card schemes portals into/from the bank Card management system within the set SLAs.
• GL and Loyalty file generation for processing into the core banking systems.
• Ensuring all card scheme settlement obligations are posted in core banking and remittances sent to Visa and Mastercard settlement banks.
• Upskilled to ensure that analyst keeps up with scheme mandated rules which enhances the ability to manage both external and internal stakeholders.

Academic Qualifications:

• Bachelor’s Degree in Business, Banking or related field.

Work Experience Required:

• At Least one (1) year relevant experience.

Competencies:

• Planning & Organizational skills.
• Analytical skills and attention to detail.
• Strong oral and written communication skills.
• Interpersonal skills to manage stakeholders at all levels. 
• Ethics and integrity.
• Excellent judgment and analytical abilities and impeccable integrity.
• Strong commercial awareness and an ability to connect to business goals.
• Experience in Business Continuity Planning and Disaster recovery.
• Risk management skills.