Charge Back Manager at Equity Bank Kenya

Job Purpose:

The job holder will be vital in managing the investigative processing of disputed card transactions in both issuing and acquiring chargebacks in the fraud management team.

Key Responsibilities 

MI Workflow Management

• Ensure MI is collected for controlling, directing and managing the team’s workflow.
• Provide workload tracking and implement controls that ensure all received work from schemes is processed as per scheme timelines.
• Manage and maintain a proper working dairy system for suspended Card Transactions
• Regularly review MI and ensure the team’s performance is on an improvement trend and that staff are trained in the Disputed Card transactions.
• Ensure quality of MI to be able to depict and manage workflow peaks and troughs.
• Ensure proactive management and assigning of incoming disputed card transactions workload to match the workloads verses complements capabilities.

Daily Operations Management

• Ensure quality and timely resolution of disputed card transactions and that full investigations have been undertaken on the disputed card transactions.
• Checking and signing of disputed card transactions reports before sharing with Card operations.
• Confirm that suspended disputed card transactions debits are diarized and review them regularly to ensure diarized action is taken.
• Proactively manage the inflow of disputed card transactions (Chargeback) from other banks, ensure all chargebacks are processed within the Visa/Mastercard/Amex acceptable rules and timelines with minimal or nil exposure to the bank, our merchants and cardholders.

Risk and Controls

• Regular monitoring of the schemes operating system (i.e Visa on line, China Union Pay,Master Card On-line & Amex Opsnet) for monitoring and controlling performance on downloading of issuer documents, Submission of re-presentment chargebacks, outstanding copy request Arbitration.
• Ensure staff are aware of their roles and processes, having read the manuals related to their roles and adhere to risk and controls measure within their areas of operations.
• Regularly obtain, review and provide updated publications, manuals and procedures from Visa, Master Card and Amex Operating systems.
• Ensure staff in the Chargebacks department are trained and proficient in all aspects of processing of Visa, Mastercard and Amex Disputed Card Transactions. Critically analyze processes and focus self and team in coming up with initiatives to improve the processes with aim of reducing costs, risk exposure and improving the timelines for various processes. 

Qualifications

Qualifications And Experience 

• Bachelor’s degree in business related field.
• Professional Certification in Fraud Examination (CFE), Auditing, Accounting, Risk management and Information systems audit is an added advantage.
• Over 10 years’ experience in a Chargeback environment.

Key Competencies & Skills

• Knowledge of rules and laws governing visa, Mastercard,Amex and China Union Pay transactions.
• Working Knowledge and experience in an investigative/reconciliatory operation processing environment.
• Understanding of Governance Risk Control Framework.
•  Knowledge of Bank products.