Chargeback & Dispute Specialist at KoraPay

KoraPay is a payment infrastructure servicing a wide band of businesses making local and international payments. We are a marketplace for digital financial services across Africa. Our vision, which is at the core of what we do every day, is to create a world void of digital financial barriers across Africa. We are committed to delivering reliable, secure, and easy to use digital financial solutions to every single customer with a guarantee that it is improving their lives.

We are recruiting to fill the position below:

Job Title: Chargeback & Dispute Specialist

Location: Lagos

About the Role

• As an Experienced Chargeback and Dispute Specialist at Kora, you will be responsible for all aspects of dispute, refunds and fund recovery functions. 
• You will be responsible for managing end-to-end dispute resolution, refund processing, fraud-related investigations, and fund recovery activities across our payment ecosystem, collating and reviewing information to identify patterns or trends. 
• The ideal candidate will play a critical role in minimising financial losses, improving recovery rates, chargeback win rate, maintaining scheme compliance, and enhancing customer experience.

What you will be expected to do at Kora

• Report and monitor critical dispute metrics relating to volumes, value, quality, risk, and fraud.
• Assist with real-time operations management as needed.
• Perform root cause analysis of operational issues and create quick workarounds while driving permanent solutions.
• Resolve dispute escalations and provide support to the fraud team and business operations on complex cases.
• Work with internal stakeholders such as the Compliance, Enterprise Risk, and Internal Audit teams to understand upcoming product changes and potential impacts to dispute processes.
• Ensure that standard operating procedures for handling chargebacks and disputes, both internally and, across partners and card networks, are in place.
• Work with a range of card networks, financial institutions, OFIs, acquirers and merchants to investigate and resolve e-commerce payments disputes and chargebacks.
• Maintain policy and procedures for handling disputes and fraud claims, and notify the compliance and fraud team of any unusual activities for further investigation.
• Prepare the merchant chargeback and fraud chargeback monitoring report for management decision-making purposes.
• Ensure that the merchants’ chargeback and fraud thresholds are not exceeded monthly.
• Assist and support Kora merchants who experience excessive chargebacks and fraudulent activity in investigating the root cause.
• Investigate fraud chargebacks and recommend changes that allow teams to mitigate instances of fraud that would impact the chargeback rate.
• Carry out fraud investigations and analyses based on fraud reports from the card networks.
• Design a process flow to ensure accuracy/quality of dispute resolution responses and compelling evidence to improve chargeback win rate.
• Work with the technical team to ensure that our dispute dashboard is operating effectively.
• Develop and maintain business relationships with the fund recovery team at NIBBS, financial institutions, and OFIs.
• Ensure customer satisfaction is maintained in the face of cardholder disputes and settlements.
• Meet the team’s standards for quality and performance/productivity.
• Make monetary adjustments to customers' accounts and other risk/income matters.
• Partner and maintain an excellent working relationship with customers to achieve overall customer satisfaction.
• Contest chargeback claims when viable economically and monitor claims recovery.
• Work with clients to collect and document information that may be used in resolving outstanding disputes.
• Prepare periodic chargeback management reports.
• Analyse and understand CBN guidelines, MasterCard/Visa VAMP rules and regulations, identify gaps in processes and work to resolve gaps and complete process improvement.

Requirements

• Impeccable verbal and written communication skills - needed for communicating with a range of people, both internally and externally, as well as good presentation skills.
• Demonstrated proactive approaches to problem-solving with strong decision-making capability.
• Emotional maturity.
• Strong background in settlement and reconciliations, customer complaint evaluation and validity, fund recovery, payment processing, card issuing, fraud investigation, identifying gaps and improving processes.
• You have strong knowledge of payment products, MasterCard and Visa dispute resolution, pre-arbitration, arbitration, Compliance, good faith, RFI, Ethoca, and Verifi.
• Excellent Data Analysis & Reporting skills: You have the ability to turn large data sets into meaningful insights.
• You have the appetite to jump headfirst into a fast-moving, fast-growing, mission-driven team that values creativity and output.
• Excellent organisational skills, ability to prioritise effectively and handle multiple tasks simultaneously in a very fast-paced environment. Essentially, you need to be able to deliver under pressure.
• Adaptive: You are curious, optimistic and a skilled problem-solver. 
• You embrace the unknown and are able to adapt to shifts in priorities. You look outside your day-to-day to ensure you keep learning and growing.
• Proven understanding of the Fintech space and the disruptive opportunities being created.
• Sound judgment, a high degree of professionalism, and the ability to maintain confidentiality.
• Business sense - has a strong business sense and can decipher priorities and make sound judgment calls when needed.
• Highly resourceful team player, with the ability to also be extremely effective independently.
• 5-7 years of experience in Mastercard and Visa dispute resolution.
• Proven ability to handle confidential information with discretion, be adaptable to various competing demands, and demonstrate the highest level of customer/client service and response
• Demonstrated ability to achieve high-performance goals and meet deadlines in a fast-paced environment 
• You are an out-of-the-box thinker and think of new ways to disrupt the status quo.
• Finally, you bring positive energy, are comfortable with change and can manage your own workload effectively.

Benefits

• Health insurance
• Sponsored and tailored training
• Paid parental leave
• Paid time-off
• Flexible work style
• Low-interest loans
• Group Life Insurance
• Access to up to four therapy sessions monthly
• Day off on your birthday 
• Employee interest groups that provide supportive communities within Kora
• Great company culture and the opportunity to work with a highly collaborative team building something great!

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online

Note: We recognise imposter syndrome is real - any candidate who does not perfectly fit every characteristic of this role is still strongly encouraged to apply.