- Lead the end-to-end dispute resolution process between customers and merchants, ensuring fair, timely, and compliant outcomes.
- Supervise and develop a team of dispute resolution specialists, analysts, and case managers; provide coaching, performance feedback, and growth opportunities.
- Monitor and continuously improve metrics including resolution time, chargeback rates, customer satisfaction, and regulatory compliance.
- Ensure full adherence to applicable financial regulations (e.g., Reg E, Reg Z, and card scheme rules) and internal risk policies.
- Collaborate cross-functionally with teams such as Risk, Compliance, Legal, Product, and Customer Support to resolve complex or escalated disputes.
- Drive implementation of scalable workflows, case management systems, and automation tools to enhance efficiency and accuracy in dispute handling.
- Serve as the internal subject matter expert on financial dispute resolution and advise product and policy teams on risk mitigation strategies.
- Analyze data to identify dispute trends, root causes, and merchant behavior insights that support strategic improvements.
- Manage third-party processors or dispute-handling vendors, ensuring service-level agreements and compliance standards are met.
- Represent the department in audits, regulatory examinations, and executive briefings as needed.
Key Responsibilities
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Skills, Knowledge & Expertise
- Bachelor’s degree in Finance, Business Administration, Law, or a related field (Master’s degree preferred).
- Minimum 5 years of experience in fintech, banking, or digital payments with a strong focus on chargeback or dispute resolution or operational leadership.
- Demonstrated success in leading customer-facing teams or financial arbitration functions in regulated environments.
- In-depth knowledge of relevant regulatory frameworks, including Reg E, Reg Z, and global card network rules (Visa, Mastercard).
- Experience with digital payment platforms, chargeback processes, and merchant relationship management.
- Strong communication, negotiation, and partner management capabilities.
- Proficiency in CRM, dispute case management platforms, and familiarity with reporting/automation tools.
- Strong analytical mindset and data-driven decision-making approach.
- High ethical standards and a customer-centric philosophy.
- Ability to thrive in a dynamic, fast-paced, tech-oriented environment.
- Experience with cross-border or multi-currency transaction systems.
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