Operations, Dispute Management Lead

(Chargeback & Refund)

As the Operations, Dispute Management Lead, you'll be overseeing/leading day-to-day merchant acquiring chargeback and refund activities. You will need to perform active monitoring to ensure timely notifications on the chargeback received, response received from the merchant within the stipulated timeline and ensure refunds are being processed promptly.

Your responsibilities

• Lead a team of one to process chargebacks and refunds for Nomupay Global.
• Monitor and download chargeback notifications from the portals of the schemes (Visa, MasterCard, UPI and other newly added schemes as required).
• Liaise with merchants on chargeback notifications.
• Collect and verify supporting documents from merchants to dispute chargebacks.
• Upload supporting documents from merchants to the portals of the schemes.
• Communicate with merchants over email in situations where additional information is required for refunds or chargebacks.
• Educate merchant on chargeback and retrieval process.
• Ability to analyse information, think through difficult problems and make critical decisions based on limited information and/or direction.
• Highly analytical and able to think outside of the box and look at current processes in order to refine and streamline, both involving internal and external parties, where required.
• Work closely within the Settlement Team, Cross-Functional Departments and Solution Providers to identify and drive efficiency in dispute management process.

Key requirements

• At least five (5) years’ of prior experience with payment industry in a similar merchant facing-position and handling chargebacks and refunds.
• Experience of dealing with Risk and Compliance Department, Schemes and Merchants.
• Sufficient managerial experience to manage a team (good to have but not required); preferably with someone who has experience with Merchant, Schemes and Acquiring Banks.
• Excellent working knowledge of all aspects of dispute management.