Transaction Monitoring and Chargeback Analyst at Sidian Bank

JOB PURPOSE

The Job holder will be responsible for protecting the organization’s digital payment ecosystem by monitoring card transactions, detecting, investigating, and resolving illegal/fraudulent activities and chargebacks. The role ensures compliance with card network regulations, minimizes financial losses to the bank, and enhances trust between merchants, customers, and payment partners

KEY RESPONSIBILTIES 

Transaction Monitoring

• Monitor transactions across cards, mobile banking, internet banking, ATM, POS and other digital payment channels.
• Review alerts generated by transaction monitoring and fraud detection systems.
• Identify unusual transaction patterns, suspicious activity and potential fraud.
• Investigate flagged transactions and determine appropriate action.
• Escalate suspicious or high-risk transactions to Fraud, Risk, Compliance or relevant teams.
• Conduct transaction reviews based on predefined risk parameters and thresholds.
• Maintain accurate records of investigations and actions taken.
• Identify emerging transaction fraud trends and recommend additional controls.

Chargeback & Dispute Management

• Receive, review and process customer transaction disputes and chargeback requests.
• Validate disputed transactions against transaction records and supporting documentation.
• Determine whether a transaction qualifies for chargeback under applicable card scheme and bank rules.
• Initiate chargebacks and representment processes within stipulated timelines.
• Liaise with merchants, acquirers, card schemes, branches, customers and internal departments to resolve disputes.
• Track outstanding chargebacks and ensure timely responses.
• Maintain complete documentation and evidence supporting chargeback cases.
• Monitor chargeback outcomes and identify recurring dispute patterns.
• Ensure compliance with applicable Visa, Mastercard and other payment scheme requirements.

Fraud Investigation

• Conduct first-level investigations into suspected fraudulent transactions.
• Analyse transaction history, customer behaviour, device information and other available transaction indicators.
• Identify patterns associated with account takeover, card fraud, unauthorized transactions and other payment fraud.
• Support fraud prevention and detection initiatives.
• Escalate complex or material fraud cases to the appropriate investigation team.
• Maintain confidentiality of customer and transaction information.

Reconciliation & Recovery

• Reconcile disputed transactions and chargeback records with internal systems and settlement reports.
• Track financial impact arising from fraud, disputes and chargebacks.
• Support recovery of funds from fraudulent or erroneous transactions where applicable.
• Identify transaction and settlement discrepancies and ensure timely resolution.
• Prepare reports on chargeback losses, recoveries and outstanding cases

Reporting & Analytics 

• Prepare periodic reports on fraud trends, chargeback ratios, and operational performance.
• Prepare daily, weekly and monthly transaction monitoring reports.
• Prepare chargeback and dispute management reports.
• Analyse trends and provide recommendations to management.
• Maintain accurate management information and operational dashboards

DECISION MAKING AUTHORITY

• The role holder is mandated to safeguard the payment ecosystem by detecting suspicious activity, investigating disputed transactions, and preparing evidence to resolve chargebacks while ensuring compliance with card network rules, subject to approval of the Unit Manager

ACADEMIC BACKGROUND

• Bachelor’s degree in Finance, Accounting, Business Administration, Banking, Economics, Information Technology, Risk Management or a related field.
• Professional certifications such as Certified Fraud Examiner (CFE), Certified Anti-Money Laundering Specialist (CAMS), or equivalent are highly desirable.
• Familiarity with fraud detection tools, chargeback management systems, and payment gateways.
• Understanding of PCI DSS requirements and card network compliance frameworks.
• Prior experience in e-commerce fraud prevention, risk management, or payments operations strongly preferred.

WORK EXPERIENCE

• 2–4 years of professional experience in fraud prevention, chargeback handling, or payments operations.
• Prior experience in e-commerce fraud prevention, risk management, or payments operations strongly preferred.
• Solid understanding of payments industry operations, including acquiring, processing, and card network rules.
• In-depth knowledge of Visa, Mastercard, and other card scheme dispute regulations.
• Awareness of common e-commerce fraud typologies (friendly fraud, account takeover, triangulation fraud, etc.).
• Experience applying risk frameworks to merchant onboarding and monitoring.
• Familiarity with e-commerce operations, authentication processes, and digital payment ecosystems

SKILLS & COMPETENCIES

• Transaction monitoring and fraud detection systems.
• Card and payment transaction processing.
• Chargeback and dispute management systems.
• Data analysis and investigation techniques.
• Microsoft Excel and reporting tools.
• Dashboard and management information reporting.
• Understanding of payment/card transaction flows.
• Basic knowledge of SQL or data analytics is an added advantage.

PROFESSIONAL CERTIFICATION

• Certified Fraud Examiner (CFE), Certified Anti-Money Laundering Specialist (CAMS), or equivalent are highly desirable.