Background information about the job or company (e.g., role context, company overview)

I&M Bank is a wholly owned subsidiary of I&M Holdings Limited, a publicly quoted company at the Nairobi Securities Exchange (NSE). The bank possesses a rich heritage in banking.

Responsibilities or duties

The role holder is responsible for handling Card Issuing and acquiring business disputes as per VISA and MasterCard Rules and Regulations and existing Bank Operational procedures.

Qualifications or requirements (e.g., education, skills)

Academic Qualifications: Bachelor’s Degree in Business, Banking or related field.

Competencies: Planning & Organizational skills. Analytical skills and attention to detail. Strong oral and written communication skills. Interpersonal skills to manage stakeholders at all levels. Ethics and integrity. Excellent judgment and analytical abilities and impeccable integrity. Strong commercial awareness and an ability to connect to business goals. Experience in Business Continuity Planning and Disaster recovery. Risk management skills.

Experience needed

Work Experience Required: At Least one (1) year relevant experience.

• Investigate and initiate financial disputes raised by internal and external bank clients as mandated by scheme rules and procedures.
• Follow up on disputes process as per the scheme (Mastercard and VISA) manuals to manage correct resolution with no financial loss is experienced.
• Collecting evidence, determination of the validity of a dispute and based on findings making decisions and engagement of key stake holders’ merchants and banks clients.
• Internal Stakeholder (branches, Call Center, and Complaints Handling Unit) Engagement with an aim of ensuring that dispute management is understood, and correct procedures are appropriately followed when raising the complaints.
• Tracking card disputes raised and received from other banks.
• Review of Outstanding Card Reconciliation Exceptions to ensure no outstanding reconciliation items beyond SLA.
• Analyze card related disputes to identify thematic issues that could portray fraudulent attack for reporting/escalation. Work closely with the card fraud monitoring team on the same.
• Ensure timely submission of monthly reports to the bank stakeholders, regulators, and quarterly reports submission to the Card Schemes.
• Processing of incoming and outgoing files from Card schemes portals into/from the bank Card management system within the set SLAs.
• GL and Loyalty file generation for processing into the core banking systems.
• Ensuring all card scheme settlement obligations are posted in core banking and remittances sent to Visa and Mastercard settlement banks.
• Upskilled to ensure that analyst keeps up with scheme mandated rules which enhances the ability to manage both external and internal stakeholders.

• Planning & Organizational skills
• Analytical skills and attention to detail
• Strong oral and written communication skills
• Interpersonal skills to manage stakeholders at all levels
• Ethics and integrity
• Excellent judgment and analytical abilities and impeccable integrity
• Strong commercial awareness and an ability to connect to business goals
• Experience in Business Continuity Planning and Disaster recovery
• Risk management skills

• Bachelor’s Degree in Business, Banking or related field.