- ead the end-to-end dispute resolution process between customers and merchants, ensuring fair, timely, and compliant outcomes. S
- upervise and develop a team of dispute resolution specialists, analysts, and case managers; provide coaching, performance feedback, and growth opportunities. M
- onitor and continuously improve metrics including resolution time, chargeback rates, customer satisfaction, and regulatory compliance. E
- nsure full adherence to applicable financial regulations (e.g., Reg E, Reg Z, and card scheme rules) and internal risk policies. C
- ollaborate cross-functionally with teams such as Risk, Compliance, Legal, Product, and Customer Support to resolve complex or escalated disputes. D
- rive implementation of scalable workflows, case management systems, and automation tools to enhance efficiency and accuracy in dispute handling. S
- erve as the internal subject matter expert on financial dispute resolution and advise product and policy teams on risk mitigation strategies. A
- nalyze data to identify dispute trends, root causes, and merchant behavior insights that support strategic improvements. M
- anage third-party processors or dispute-handling vendors, ensuring service-level agreements and compliance standards are met. R
- epresent the department in audits, regulatory examinations, and executive briefings as needed.
- achelor’s degree in Finance, Business Administration, Law, or a related field (Master’s degree preferred). M
- inimum 5 years of experience in fintech, banking, or digital payments with a strong focus on chargeback or dispute resolution or operational leadership. D
- emonstrated success in leading customer-facing teams or financial arbitration functions in regulated environments. I
- n-depth knowledge of relevant regulatory frameworks, including Reg E, Reg Z, and global card network rules (Visa, Mastercard). E
- xperience with digital payment platforms, chargeback processes, and merchant relationship management. S
- trong communication, negotiation, and partner management capabilities. P
- roficiency in CRM, dispute case management platforms, and familiarity with reporting/automation tools. S
- trong analytical mindset and data-driven decision-making approach. H
- igh ethical standards and a customer-centric philosophy. A
- bility to thrive in a dynamic, fast-paced, tech-oriented environment. E
- xperience with cross-border or multi-currency transaction systems.
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