[Hiring] Dispute Resolution Officer @Moniepoint

Role Description

The Dispute Resolution Officer is responsible for managing, investigating, and resolving transaction disputes across payment products—MPGS, VISA, Account Switch, and Direct Debit, etc. This role ensures disputes are handled in line with scheme rules, partner SLAs, and internal SOPs, while minimizing financial and reputational risk to the business.

Key Responsibilities

• Dispute Handling & Resolution
  • Receive, log, and manage disputes from merchants, banks, partners, and internal teams.
  • Investigate transaction disputes including:
    • Failed but debited
    • Successful but not credited
    • Duplicate charges
    • Unauthorized transactions
    • Chargebacks for both International and domestic switching and processing (Mastercard, VISA)
  • Track disputes from initiation to resolution.
• Scheme & Regulatory Compliance
  • Handle International switching / International issuing and acceptance disputes and chargebacks in line with scheme rules and timelines.
  • Ensure proper documentation, evidence collation, and submission within defined timeframes.
  • Manage representment and pre-arbitration processes where applicable.
• Root Cause Analysis
  • Identify why disputes occur (system issues, partner issues, routing failures, settlement gaps).
  • Escalate recurring issues to Product, Engineering, and Ops leadership.
• Stakeholder Management
  • Liaise with banks, merchants, processors, and internal teams to resolve disputes.
  • Provide clear updates and resolution timelines.
  • Support merchant/customer support teams with accurate information.
• Reporting & Process Improvement
  • Maintain a dispute tracker with clear statuses and timelines.
  • Prepare weekly/monthly dispute reports.
  • Identify trends and recommend preventive controls.

Products Covered

• International switching (Mastercard, Visa, Amex, China Union Pay)
• Domestic switching (NIP, NIBSS, UP, etc)

Qualifications

• Bachelor’s degree in Business, Finance, or related field
• 3 - 5 years of experience in payments operations, disputes, or customer operations
• Knowledge of card schemes (VISA, Mastercard) is a strong plus
• Fintech or banking experience is an advantage

Required Skills & Competencies

• Strong investigative and problem-solving skills
• Excellent communication and stakeholder management
• Ability to interpret transaction logs and reports
• Strong documentation skills
• Good understanding of transaction life cycles
• Ability to work under strict timelines