Job Description MAIN FUNCTION : Responsible for managing and supervising the Dispute Resolution team by delivering high quality operational support by ensuring accurate and timely processing of cardholder?
s disputes in accordance with the operating regulations of the switch network and all card associations Maintain and communicate a strong understanding of dispute / chargeback policies and procedures to ensure adherence of dispute processing requirements, for both issuing and acquiring transactions.
s productivity and efficiency. Manage day-to-day activities related to customer disputes involving incoming and outgoing retrieval requests, chargebacks, representments, arbitration / compliance case filing, chargeback accounting entries, fraud reporting, credit / debit adjustments, fund disbursements / collections and good faith collection cases.
Maintain and develop top-tier operational practices, quality and overall operational excellence. Ensure that all cardholder?
s complaints on questionable, unrecognized and unauthorized transactions are properly investigated, resolved efficiently and processed accurately as prescribed in the approved dispute / chargeback guidelines and card association operating regulations.
Provide strategic and simplified process to ensure zero error in handling all disputes / chargeback transactions and set-up with internal control.
Manage and gather operational reports and monitor capacity and performance.? Manage multiple tasks and maintain confidentiality supervisory role.
Strong knowledge of end-to-end chargeback cycle.? Demonstrated analytical, organizational, interpersonal, leadership, problem-solving, conflict resolution and negotiation skills.
Computer literate and have a good working knowledge of common application software.