1  KPA

Dispute and Chargeback Resolution

·        Monitor and track incoming and outgoing card related disputes on the applicable systems (including unassigned manage engine calls).

·        Maintain a timetable/calendar of disputes and ensure these are resolved within the mandated Card Scheme and regulatory timeframes.

·        Assess the validity of disputes and apply the correct resolution path—preparing representments, pre arbitrations, or arbitration cases in line with scheme rules, evidence standards, and submission deadlines.

·        Escalate disputes, chargebacks, or original transactions that violate industry rules, pose regulatory risks, or present potential/actual financial exposure.

·        Oversee the accuracy and completeness of dispute records and ensure timeous updating of case statuses.

·        Liaise with branches, local banks, acquirers, and merchants to obtain supporting documents and evidence for dispute submissions.

·        Identify recurring dispute trends and recommend procedural or control enhancements to reduce repeat cases and strengthen dispute resolution effectiveness. 

Exceptions Resolution

·        Manage and track all incoming and outgoing card-related exceptions using applicable systems. ensure exception records are consistently updated and monitored for accuracy.

·        Investigate and resolve failed or delayed IPNs promptly to prevent customer impact and ensure accurate transaction posting.

·        Collaborate with IT and payment gateway partners to diagnose root causes of IPN failures and ensure timely corrective action.

·        Maintain detailed logs and reporting on IPN performance, failures, turnaround times, and recurring patterns to improve operational reliability.

·        Maintain a structured timetable or calendar of exceptions, ensuring timely resolution within mandated industry timeframes.

·        Investigate the validity of exceptions thoroughly and resolve each case appropriately, ensuring compliance with organizational and regulatory standards. 

·        Raise and escalate exceptions that violate industry rules, regulations, or present potential/actual financial risks. 

·        Manage exceptions with a focus on minimizing financial losses and write-offs. Implement proactive measures to reduce exposure.

·        Identify irregularities in transaction flows, settlement mismatches, or system errors and raise to IT departments for investigation and resolution.

Administration

·        Maintain accurate, structured, and audit‑ready records of all disputes, chargebacks, and exceptions.

·        Compile, track, and submit required data to support metric reporting, trend analysis, and management insights.

·        Assist the supervisor with approval of journals prepared by Disputes Officers for logged Manage Engine calls.

·        Provide oversight and operational support in the supervisor’s absence to ensure continuity of service, decision‑making, and case progression.

Personnel Management

·        Provide the necessary knowledge and procedures to the Disputes Officers when assisting with card and dispute related queries.

·        Provide the necessary knowledge and procedures to branch/ department personnel when assisting with card and dispute queries.

 Innovation and Development

·        Provide structured, timely feedback to the reporting line on operational findings, risk indicators, and opportunities for improvement.

·        Identify and recommend process innovations, efficiency improvements, and control enhancements across dispute, chargeback, and exception workflows.

·        Support the development and refinement of policies, procedures, and best practices to strengthen operational resilience. Provide feedback up reporting line concerning findings or potential risks/improvements.

Card Fraud Awareness

·        Provide feedback up reporting line concerning trends and potential threats on card fraud and losses.

Customer Focus

·        Provide professional service and support to internal stakeholders, branches, foreign banks, and external partners to facilitate accurate and timely case resolution.

General

·        The person should be prepared/willing to do any other reasonable and lawful instruction/task and ensure that it is normally carried out on time

 CORE COMPETENCIES

·        Clearly and professionally communicates complex dispute and chargeback information to internal teams, external stakeholders, and supervisors. Ensures accuracy and transparency in documentation and reporting.

·        Effectively prioritizes and manages multiple dispute and chargeback cases simultaneously. Maintains structured timetables and ensures resolution within mandated industry timeframes.

·        Confidently addresses disputes and chargebacks, escalating issues when necessary to uphold compliance and protect organizational interests. Balances firmness with professionalism in decision-making.

·        Build collaborative relationships with colleagues, supervisors, and external partners to resolve disputes efficiently. Demonstrates empathy and adaptability when managing sensitive or complex cases.

·        Apply critical thinking and analytical skills to investigate disputes and chargebacks. Identifies root causes, evaluates resolution options, and implements effective solutions aligned with industry standards.

·        Possesses strong knowledge of industry rules, regulations, and fraud trends. Provides valuable insights that enhance dispute resolution strategies and strengthen organizational compliance.

·        Maintains composure and accuracy when handling high volumes of disputes or urgent chargeback cases. Demonstrates adaptability in fast-paced, deadline-driven environments.

·        Consistently delivers timely and effective dispute and chargeback resolutions. Focused on minimizing financial losses, ensuring compliance, and achieving measurable outcomes.