Card Operations Officer - Dispute Management at Ecobank Kenya

Job Description

• Process card dispute related inquiries by email, mail, or telephone.
• Provide direction and instruction for card dispute related inquiries from internal and external members and provide timely resolutions.
• Prepare working card dispute files and ensure all required documentation is included and complete.
• Process member adjustments within regulatory timeframes.
• Review dispute related reports to ensure timely processing by vendors. Work directly with vendor on issues and report any delays to the team leader.
• Investigate card dispute claims using tools and applications accessible to determine dispute options and cardholder liability.
• Maintain thorough knowledge of scheme (mastercard, Visa, UPI, regional switches) rules and regulations, to process all phases from initial claim to arbitration or closeout within specified regulatory timeframe.
• Review various reports from the dispute management application to verify current card case statuses.
• Maintain a team work atmosphere to share information with the Member Services team member for disputed and compromised cards.
• Assist with duties of team members as required during absences within the department
• Submit Suspicious Activity referrals as applicable.
• Log and track provisional credits and balance related GLs.
• Prepare plastic card write-offs recommendation report for Manager approval.
• Refer instances of card fraud related trends for Fraud Analyst to investigate.
• Provide timely statutory and periodic reports to relevant internal and external stakeholders.
• Provide relevant information and assist internal control in resolving open and unreconciled transactions as per agreed ageing per product