Team Lead, Issuing & Acquiring Dispute Management at First Bank of Nigeria Limited

First Bank of Nigeria Limited (FirstBank) is Nigeria's largest financial services institution by total assets and gross earnings. With more than 10 million customer accounts, FirstBank has over 750 branches providing a comprehensive range of retail and corporate financial services. The Bank has international presence through its subsidiaries, FBN Bank (UK) Limited in London and Paris, FBNBank DRC, FBNBank Ghana, FBNBank Gambia, FBNBank Guinea, FBNBank Sierra-Leone and FBNBank Senegal, as well as its Representative Offices in Johannesburg, Beijing and Abu Dhabi.

We are recruiting to fill the position below:

Job Title: Team Lead, Issuing & Acquiring Dispute Management

Job Identification 752
Location: Lagos, Nigeria

Job Objective(s)

• Operationalize controls embedded on daily dispute management processes.
• Drive the team to deliver on daily dispute management processes for On Us – our cardholders on our terminals and Not – Us, our cardholders on other terminals and acquiring
• Monitor and strategically drive customer experience of the bank’s brand on Cards and Channels/Payment terminals.
• Directly oversee cross functional engagements with various support teams in resolving issues towards scaling up automation on dispute management processes
• Monitor Team’s performance on resolution of dispute and complaints on dispense error in compliance with the TAT
• Ensure all issues logged on CRM are closed considering the SLA with the customers and as stipulated by CBN.

Job Requirements

• Minimum Education: First Degree in any discipline
• Minimum of 6 years banking experience and operational knowledge of electronic payment card system.
• Familiar with the major payment systems and platforms
• Strong Knowledge of the Industry Dispute Processes and Regulations
• Data analysis skills

Application Closing Date
18th January, 2023; 09:36