Job Description

• We are looking for an experienced Dispute Resolution & Reconciliation Officer who is passionate about the growth and our mission of simplifying payments in Africa.
• The ideal candidate will resolve all issues arising from electronic transactions and perform automated back-office processing such as dispute processing, settlement, reconciliation, and reporting from all our channels.

Job Responsibilities

• Daily reconciliation of accounts for exceptions and subsequent escalation of exceptions to the switch and other vendors or third parties for resolution.
• Coordinate with team members to solve any issues the chargeback and settlement unit faces.
• Ensure daily processing of outgoing dispute actions and the on-time response of incoming disputes.
• Coordinate with banks to solve pending issues and reply to their inquiries.
• Attend to all queries from customers and merchants on dispute issues and ensure they are resolved promptly
• Ensure all claims logged on dispute resolution systems are promptly attended to, to guide against financial loss.
• Maintain customer service standards to retain the customer base by ensuring the service provided is appropriate and taking prompt action to rectify problems/queries
• Develop and maintain business relations with the Reconciliation & Chargeback team at NIBBS and other key service providers at different levels PTSP, PSSP, Switches etc.

Education Qualifications, Experience, Skills and Competencies

• A Bachelor’s Degree or its equivalent.
• Digital Financial Services or banking industry experience.
• Experience with electronic payment systems.
• In-depth knowledge of payment processing gateways.
• Organization and time management skills.
• Proficiency in the use of Microsoft Office Suite.
• Excellent communication skills and interpersonal skills
• Attention to detail and accuracy
• Strong analytical and problem-solving skills.