Manager, Chargebacks & Refunds at Flutterwave

Flutterwave was founded on the principle that every African must be able to participate and thrive in the global economy. To achieve this objective, we have built a trusted payment infrastructure that allows consumers and businesses (African and International) make and receive payments in a convenient border-less manner.

We are recruiting to fill the position below:

Job Title: Manager, Chargebacks & Refunds

Location: Lekki, Lagos
Job type: Full Time
Work mode: Hybrid
Department: Global Operation

The Role

•  Flutterwave is seeking a seasoned Manager, Settlements and Chargebacks.
• This role is pivotal in ensuring the smooth processing of settlements and managing chargeback disputes effectively.
• You will be responsible for overseeing all aspects of settlement operations and chargeback processes within the organization.
• This individual will play a crucial role in ensuring accurate and timely settlement of transactions, as well as managing chargeback disputes effectively.
• The ideal candidate will have a strong background in financial operations, a thorough understanding of settlement procedures, and experience in managing chargeback processes in compliance with industry regulations.

Responsibilities
Responsibilities include but are not limited to:
Settlement Processing:

• Work closely with the finance and operations teams to reconcile settlement transactions and address any discrepancies promptly.
• Develop and implement efficient settlement processes to streamline operations and minimize errors.

Chargeback Management:

• Develop and maintain a comprehensive understanding of chargeback regulations and procedures across different payment networks and regions.
• Investigate and respond to chargeback disputes in a timely manner, ensuring compliance with relevant regulations and maximizing the chances of successful resolution.
• Implement strategies to minimize chargeback rates and fraud risk, including monitoring transaction patterns and identifying potential fraudulent activities.

Stakeholder Communication:

• Serve as the primary point of contact for internal stakeholders, including customer support, sales, and product teams, regarding settlement and chargeback-related inquiries.
• Collaborate with external partners, including banks, payment networks, and regulatory bodies, to address settlement and chargeback issues effectively and ensure compliance with industry standards.

Reporting and Analysis:

• Generate regular reports on settlement processing metrics, chargeback rates, and dispute resolution outcomes, providing insights to inform strategic decision-making.
• Conduct in-depth analysis of settlement and chargeback data to identify trends, patterns, and areas for improvement, and recommend actionable strategies to optimize performance.

Team Leadership and Development:

• Lead and mentor a team of settlement and chargeback specialists, providing guidance, training, and support to ensure their professional growth and development.
• Foster a culture of excellence, collaboration, and continuous improvement within the team, driving high performance and achieving departmental goals.

Qualifications
Required competency and skillset to be a Waver:

• Bachelor's Degree in Business Administration / Finance, or a related field; advanced degree preferred.
• Minimum of 7 years of experience in settlements, chargebacks, or financial operations within the payments industry.
• In-depth knowledge of payment processing systems, settlement procedures, and chargeback regulations.
• Strong analytical skills with the ability to interpret complex data and derive actionable insights.
• Excellent communication and interpersonal skills, with the ability to liaise effectively with internal and external stakeholders.
• Proven leadership experience with the ability to motivate and inspire a team to achieve exceptional results.
• Detail-oriented and highly organized, with a commitment to accuracy and efficiency.
• Proficiency in relevant software and tools, such as payment processing platforms, CRM systems, and Microsoft Office suite.

Application Closing Date
Not Specified.