Operations Executive - Chargeback

Job Overview:

We are seeking a highly skilled and detail-oriented Chargeback/ Dispute Management to oversee and manage all aspects of dispute resolution processes. As Dispute Management Manager, you will be responsible for ensuring timely and effective resolution of disputes (all dispute cycle).

Responsibilities:

Develop and Implement Strategies: Design and implement effective strategies and processes for managing chargebacks and disputes, including prevention, investigation, and resolution.

Manage Chargeback Process: Oversee the end-to-end Dispute Management process, including receiving, reviewing, and responding to chargeback notifications from payment processors, banks, and financial institutions.

Investigate Disputes: Conduct thorough investigations into disputed transactions, gathering relevant information and documentations from relevant team/merchants.

Collaborate with Internal Teams: Work closely with cross-functional teams including Compliance, finance, customer service, and sales to gather information, resolve disputes, and implement preventive measures.

Analyse Trends: Monitor and analyse chargeback and dispute trends to identify root causes and areas for improvement and develop strategies to mitigate risks and minimize losses.

Maintain Compliance: Ensure compliance with relevant regulations, card network rules, and industry standards governing chargebacks and disputes.

Provide Training and Support: Provide training and support to internal teams on chargeback prevention best practices, dispute resolution processes, and regulatory requirements.

Vendor Management: Manage relationships with third-party vendors and service providers involved in the chargeback and dispute management process, ensuring service levels are met and costs are controlled.

Reporting and Metrics: Develop and maintain reporting metrics to track the dispute status and key performance indicators related to dispute cycle and provide regular updates to management. Preparing Regulatory and Partner bank related reports. Monitor and document the progress of dispute resolution, including following up with the relevant teams to ensure timely recovery of funds.

Continuous Improvement: Continuously evaluate and improve chargeback and dispute management processes and procedures to enhance efficiency, effectiveness, and customer satisfaction.

Qualifications: