Manager Dispute Operations
i2c Inc
Lahore, Punyab, Pakistan
6d ago

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.
  • careers i2cinc.com

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