Associate, Cards Dispute Management, at I&M Bank Manages card disputes, processes chargebacks, and ensures Visa/Mastercard scheme compliance. Requires Business/IT Degree, card rules knowledge, and 1+ years’ dispute experience. Full-time.
Job Purpose:
The
role holder is responsible for handling Card Issuing and acquiring
business disputes as per VISA and MasterCard Rules and Regulations and existing
Bank Operational procedures.
Key Responsibilities:
- Investigate and initiate financial disputes raised by internal and
external bank clients as mandated by scheme rules and procedures.
- Follow up on disputes process as per the scheme (Mastercard and
VISA) manuals to manage correct resolution with no financial loss is
experienced.
- Collecting evidence, determination of the validity of a dispute and
based on findings making decisions and engagement of key stake holders’
merchants and banks clients.
- Internal Stakeholder (branches, Call Center, and Complaints Handling
Unit) Engagement with an aim of ensuring that dispute management is
understood, and correct procedures are appropriately followed when raising
the complaints.
- Tracking card disputes raised and received from other banks.
- Review of Outstanding Card Reconciliation Exceptions to ensure no
outstanding reconciliation items beyond SLA.
- Analyze card related disputes to identify thematic issues that could
portray fraudulent attack for reporting/escalation. Work closely with the
card fraud monitoring team on the same.
- Ensure timely submission of monthly reports to the bank
stakeholders, regulators, and quarterly reports submission to the Card
Schemes.
- Processing of incoming and outgoing files from Card schemes portals
into/from the bank Card management system within the set SLAs.
- GL and Loyalty file generation for processing into the core banking
systems.
- Ensuring all card scheme settlement obligations are posted in core
banking and remittances sent to Visa and Mastercard settlement banks.
- Upskilled to ensure that analyst keeps up with scheme mandated rules
which enhances the ability to manage both external and internal
stakeholders.
Academic Qualifications:
- Bachelor’s Degree in Business, Banking or related field.
Work Experience Required:
- At Least one (1) year relevant experience.
Competencies:
- Planning & Organizational skills.
- Analytical skills and attention to detail.
- Strong oral and written communication skills.
- Interpersonal skills to manage stakeholders at all levels.
- Ethics and integrity.
- Excellent judgment and analytical abilities and impeccable
integrity.
- Strong commercial awareness and an ability to connect to business
goals.
- Experience in Business Continuity Planning and Disaster recovery.
- Risk management skills.
How to Apply
