Dispute Resolution Officer
About this role
About the Role The Dispute Resolution Officer is responsible for managing, investigating, and resolving transaction disputes across payment products—MPGS, VISA, Account Switch, and Direct Debit. 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. What You'll Do
- 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.
- Handle International switching / International issuing and acceptance disputes and chargebacks in line with scheme rules and timelines.
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