Chargeback Associate (Contract)

Summary

Conduct the timely processing of Acquirer (Merchant) chargeback transactions and non-rejected items along with all credit and prepaid card (issuing) chargebacks arising from fraudulent, cardholder disputes and non-rejected transactions that fulfil the chargeback requirements according to Visa/ MasterCard regulations. Facilitate the fulfilment of incoming retrieval (sales slip copy) requests from other Banks, both local and international from our merchants within the regulated timeframe. Update requisite spreadsheets and logs daily, prepare/collate documentation and complete write-off sheets. Prepare weekly and monthly Fraud/Chargeback reports. Recommend holding merchant payments due to spike in chargeback to sales ratios and discuss with merchants the reason for holding funds. Communicate observations and trends on confirmed/suspected fraudulent transaction activity to stakeholders.

Responsibilities

• • Review incoming chargeback transactions and determine their validity according to Visa/ MasterCard rules and regulations.
• • Utilize strong investigative and probing skills and determine if dispute claim is warranted.
• • Manage difficult calls and temper cardholders’ expectations and communicate clearly amidst client pushbacks.
• • Advise cardholders/ merchants of any chargeback which requires a response or clarification.
• • Prepare arbitration/ compliance reports in the time frame specified by Visa/ MasterCard.
• • Review incoming/ outgoing chargeback reports and reconcile against the assigned general ledger account.
• • Prepare and process general ledger for chargeback transactions.
• • Ensure that all related chargeback/ copy requests documentation is received and that due dates are consistently monitored.
• • Action all requests for copy vouchers.
• • Prepare chargeback documentation for items being returned.
• • Maintain a register for copy vouchers provided/ received.
• • Prepare a list identifying items which have exhausted the chargeback process and submit items to be written off.
• • Investigate suspect activity and unusual changes in merchant trends.
• • Monitor losses over time to determine if particular selection practices require modifications.
• • Closely review the nature of all compromises to ensure they’re treated accordingly.
• • Perform other job-related duties assigned from time to time.

Required Skills

• • Ability to communicate effectively both orally and in writing.
• • Strong analytical skills.
• • Working knowledge of Prime and Online.
• • Some Card Acquiring/ Issuing knowledge.
• • Strong investigative, analytical and critical thinking skills.
• • Ability to plan and manage time efficiently and effectively, amidst high volumes and strict timelines.
• • Some knowledge of chargeback rules & regulations for Visa & MasterCard.
• • Some knowledge of chargeback reason codes for Visa & MasterCard.
• • Being detail oriented.
• • Ability to work well under pressure.
• • Experience in risk & fraud management.
• • Sound knowledge of computer software packages including word processing and spreadsheet applications.

Qualifications

• • Associate’s Degree in Business Administration, Finance, Management Studies or equivalent qualification from a recognized tertiary institution.
• • A minimum of two (2) years’ working experience in the financial sector.

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