Chargeback Officer

As part of the Customer Fulfilment – Cards team, you will be responsible for managing end-to-end chargeback operations across both issuing and acquiring. This includes dispute resolution, reporting (FLD/TC-40), fee recovery, and fund settlements, ensuring all activities are executed with accuracy, efficiency, and a strong focus on service excellence.

You will play a key role in maintaining robust controls and compliance, adhering to the bank’s policies, regulatory requirements, and service level agreements. Reporting to the Associate Vice President – Customer Fulfilment Cards, you will be part of a dynamic team of 43 professionals, contributing to operational efficiency, risk mitigation, and continuous improvement in a fast-paced environment.

What You’ll Be Doing:

• Manage end-to-end chargeback operations including copy requests, disputes, fraud reporting, pre-arbitration, and compliance as per Visa/Mastercard regulations.
• Monitor incoming chargebacks and ensure timely processing and posting of debits to merchant accounts with required approvals.
• Conduct monthly monitoring of excessive chargebacks in line with scheme regulations and highlight risks.
• Process temporary credits accurately in the card system in accordance with internal policies and controls.
• Ensure timely and clear communication with customers at every stage of the dispute lifecycle.
• Submit all chargeback and compliance documentation to card schemes/member banks within stipulated timelines.
• Supervise and guide chargeback processing staff to ensure adherence to policies, procedures, and service standards.
• Deliver high-quality service to internal and external stakeholders, meeting defined SLAs and customer expectations.
• Validate customer requests and ensure accuracy before processing transactions or system updates.
• Generate and analyze chargeback, copy request, and fraud reports from Visa/Mastercard systems.
• Identify and report fraudulent transactions, ensuring compliance with SAFE/TC40 and other scheme reporting requirements.
• Reconcile chargeback suspense accounts, follow up on outstanding entries, minimize losses, and maintain strong controls and documentation.

What We’re Looking For:

• University degree or equivalent qualification.
• At least 2 years of experience in chargeback in card operations and thorough understanding of Visa International / MasterCard International Operating/UAE switch regulations on acquiring & Issuing Chargebacks.