Chargebacks & Disputes Associate at Flutterwave

Job Description

The Role:

  • We’re looking for a Disputes Associate (Chargeback & Refund)  to join our Regional Operations team. The ideal candidate will join a team that takes responsibility for identifying and reporting issues and following up on corrective actions to resolve differences and deficiencies.
  • The right candidate for this role should have a solid understanding of card network rules, dispute & fraud monitoring programs, fines assessment, and dispute remediation strategies and best practices.

Responsibilities include but are not limited to:

  • Processing and disputing chargebacks and refund inquiries to recover funds – including investigations of chargebacks and communications with external partners
  • Analysing information, thinking through difficult problems, and making critical decisions based on limited information
  • Tracking and providing statistics on chargebacks and refunds for the Finance Team
  • Tracking and maintaining fraud incident reports and other related analyses
  • Making certain that all chargeback activities are handled in accordance with regulatory requirements
  • Reporting on Fraudulent vs Service related chargebacks, refunds, actions taken, and results obtained
  • Communicating with our Payment Processors/Partners on our external partner’s queries
  • Compiling the figures from various databases to build the team’s monthly chargeback report.
  • Validating chargeback reports by utilising internal and external systems
  • Providing relevant internal teams/stakeholders with transactions that have come back as chargeback or refund
  • Participate in monthly, quarterly, and annual business reviews for the Compliance team.
  • Any other duties assigned

Required competency and skillset to be a waver

  • Bachelor’s degree with 3 years experience in dispute/chargeback mitigation within the payments, fintech, or financial service spaces.
  • High attention to detail, well organised and excellent analytical skills.
  • Strong excel skills, ability to handle large amounts of data and to compile detailed reports.
  • Ability to adapt to change quickly and multi-task.
  • Client engagement experience
  • Ability to work as part of a team and manage projects

You’ll love this job if you

  • Have an intellectual curiosity about payments and technology
  • Have high aptitude to quickly understand customer use cases and requirements
  • Have the ability to drive cross-functional teams from ideation to solution
  • Have the ability to manage proactive and reactive tasks effectively
  • Are self-driven, self-starter, extremely passionate, goal-getter
  • Are passionate about process improvements
  • Are comfortable managing relationships within every aspect of the organisation from senior executives to engineers
  • Embrace the challenge of managing multiple activities simultaneously
  • Are comfortable working in ambiguity and the constant change of life at a startup experiencing hyper growth