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Manager Dispute Operations (01 Position)

Lahore, Pakistan

Job Description:

  • Lead a team of high performing dispute analysts in a fast- paced environment including performance management, coaching, developing and driving the vision for the team.
  • Overseeing the work of dispute resolution team through the complete dispute resolution cycle to meet compliance and regulatory requirements.
  • Build team; manage recruiting efforts and partner with HR Team to bring in top quality candidates to fill critical roles.
  • Identifies risk factors and trends for potential areas of improvement utilizing technical data analysis and statistical interpretation.
  • Develop & implement comprehensive dispute resolution strategies & business framework to abide with card association rules, meet regulatory requirements with focus on balancing fraud loss, cost of execution and customer experience.
  • Leads root cause analysis to identify opportunities to predict, prevent and mitigate risk within processes and performance.
  • Extract and analyze data, investigate data integrity, generate metrics, and perform data and portfolio analysis.
  • Identify gaps in current systems, policies and strategies and take actions to mitigate emerging risks.
  • Build strong relationships with Customer Service, Account Management and Strategic Clients.
  • Recommends enhancements and process improvements based on assessment of recurring disputes.
  • Develop trending reports and key indicators to serve as early warning risk indicators.

We are looking for:

  • Minimum Education: Bachelors Degree with relevant work experience.
  • Required Experience: 8-10 years.

Skills:

  • At least 3 years’ experience in managing Chargeback Operations with a thorough knowledge of Visa / MasterCard regulations on Chargebacks / Arbitrations / Settlement Processing.
  • Chargeback analysts and managers need well-developed analytical and decision-making skills to research credit and/or debit card disputes and make accurate and appropriate decisions based on their findings.
  • They also need documentation and organizational skills to keep all records related to a dispute in order. Communication and customer service skills, computer abilities, analytical and decision-making skills, documentation and organizational strengths, familiarity with chargeback rules and regulations.
  • Chargeback manager will interact with consumers and merchants, as well as call center representatives and other co-workers within their own companies, so strong written and verbal communication skills are a must.
  • Additionally, they need excellent customer service skills, allowing them to remain friendly and professional while dealing with consumers or merchants who are likely to be upset about disputed transactions. Since most of their work is done via computer, chargeback analysts must be adept with computers, including having solid knowledge of our internal i2c systems is a MUST.
  • Chargeback managers need well-developed analytical and decision-making skills to provide guidance to analysis’s who will research credit and/or debit card disputes and make accurate and appropriate decisions based on their findings.
  • Additionally, chargeback analysts must be familiar with both domestic and international rules and regulations related to chargebacks and adhere to those guidelines. Compliance to regulatory guidelines is a must.
  • Risk & Dispute Management.
  • Knowledge of MC, VISA, DISCOVER and Card Association rules.
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