Job Description
Job Grade: Senior Officer to Assistant Manager
Functional Title: Manager – Dispute
Background:
As a Dispute Manager in our fast-growing fintech company, you will be responsible for overseeing and managing the resolution of customer disputes related to financial transactions. Your primary objective will be to ensure efficient and fair resolution, maintaining the highest levels of customer satisfaction while safeguarding the company’s interests. You will collaborate with various internal teams and external partners to investigate, analyze, and resolve disputes in a timely and compliant manner.
Responsibilities:
Dispute Resolution:
- Investigate and analyze customer disputes related to financial transactions, including but not limited to payments, chargebacks, and fraud cases.
- Collaborate with customer support, operations, and compliance teams to gather relevant information and evidence to assess the validity of disputes.
Compliance and Regulation:
- Ensure all dispute resolution processes and actions comply with relevant industry regulations, payment network rules, and company policies.
- Stay updated with the latest regulatory changes and ensure the company’s practices align with legal requirements.
Customer Communication:
- Communicate with customers professionally and empathetically, keeping them informed about the status and progress of their dispute resolution.
Risk Management:
- Identify potential risks associated with disputes and take proactive measures to minimize losses and fraud.
Process Improvement:
- Continuously review and optimize dispute resolution processes to enhance efficiency and accuracy.
- Collaborate with cross-functional teams to implement automation and other technological solutions for dispute management.
Reporting and Metrics:
- Maintain comprehensive records of dispute cases, including resolutions, outcomes, and trends.
- Prepare regular reports and present key metrics to management for performance evaluation.
Team Management:
- Lead and mentor a team of dispute analysts, providing guidance and support to ensure effective dispute resolution.
Qualifications:
- Bachelor’s degree in finance, business administration, or a related field. Additional certifications in risk management or dispute resolution are a plus.
- Proven experience in a similar role within the fintech or financial services industry, with a strong understanding of dispute management processes and industry regulations.
- Knowledge of payment networks, digital frauds and chargeback procedures.
- Excellent analytical skills and attention to detail to investigate and resolve complex disputes effectively.
- Strong communication and negotiation abilities, with a focus on customer satisfaction.
- Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
- Familiarity with data analysis tools and reporting techniques is beneficial.
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