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

Equity Bank is one of the region’s leading banks whose purpose is to transform the lives and livelihoods of the people of Africa socially and economically by availing them modern and inclusive financial services that maximize their opportunities. With a strong footprint in Kenya, Uganda, Tanzania, Rwanda, South Sudan and DRC Congo, Equity Bank is now home to over 12 million customers - the largest customer base in Africa. Currently the Bank is seeking additional talent to serve in the role of Charge Back Analyst.

Job Purpose:

The job holder will be vital in analyzing disputed transactions (Chargebacks for both Issuing and Acquiring) and making decisions based on the Card Schemes (Visa, MasterCard, UPI and Kenswitch) rules and regulations and as per Schemes time frames.

Responsibilities or duties:

• Processing Visa, UPI and MasterCard Disputes (Issuing and Acquiring)
• Receiving incoming Chargeback reports on the Schemes and ascertaining their Correctness.
• Actioning received Queries and Complaints on CRM
• Analyzing received Chargebacks and Complaints/Queries and make decisions that will transfer the debit/Credit to the Issuer/Acquirer, Merchant or P & L
• Diarizing & follow up of outstanding chargebacks for action.
• Raise Pre-Arbitration, arbitration cases and good faith.
• Monitor and respond to incoming Pre-arbitration, arbitrations and good faith requests.
• Visa, MasterCard, UPI and Kenswitch Online
• Log into Visa, MasterCard, UPI and Kenswitch systems and action disputes as per Schemes time frames.
• Attach and upload documents as per Schemes guidelines, regulations and timeframes.
• Risk and Control
• Develop a deep understanding of the process and risk within the Equity card business.
• Develop a deep understanding of Visa, MasterCard, UPI and Kenswitch procedures.
• Ensure regular reading and upskilling of current Scheme manuals (Visa, MasterCard, UPI and Kenswitch)
• Ensure deep understanding of Scheme Reports and application (Visa, MasterCard, UPI and Kenswitch)
• Strict Adherence to Scheme rules, regulations and timeframes in dispute processing.

Qualifications or requirements:

Qualifications And Experience

• Bachelor’s degree in business related field.
• Professional Certification in Card is an added advantage.

Key Competencies & Skills

• Knowledge of rules and laws governing visa, Mastercard,Amex and China Union Pay transactions
• Working Knowledge and experience in an investigative/reconciliatory operation processing environment.
• Understanding of Governance Risk Control Framework.
• Knowledge of Bank products.

Experience needed:

Over 4 years’ experience in a Chargeback environment.

• Processing Visa, UPI and MasterCard Disputes (Issuing and Acquiring)
• Receiving incoming Chargeback reports on the Schemes and ascertaining their Correctness.
• Actioning received Queries and Complaints on CRM
• Analyzing received Chargebacks and Complaints/Queries and make decisions that will transfer the debit/Credit to the Issuer/Acquirer, Merchant or P & L
• Diarizing & follow up of outstanding chargebacks for action.
• Raise Pre-Arbitration, arbitration cases and good faith.
• Monitor and respond to incoming Pre-arbitration, arbitrations and good faith requests.
• Visa, MasterCard, UPI and Kenswitch Online
• Log into Visa, MasterCard, UPI and Kenswitch systems and action disputes as per Schemes time frames.
• Attach and upload documents as per Schemes guidelines, regulations and timeframes.
• Risk and Control
• Develop a deep understanding of the process and risk within the Equity card business.
• Develop a deep understanding of Visa, MasterCard, UPI and Kenswitch procedures.
• Ensure regular reading and upskilling of current Scheme manuals (Visa, MasterCard, UPI and Kenswitch)
• Ensure deep understanding of Scheme Reports and application (Visa, MasterCard, UPI and Kenswitch)
• Strict Adherence to Scheme rules, regulations and timeframes in dispute processing.

• Knowledge of rules and laws governing visa, Mastercard,Amex and China Union Pay transactions
• Working Knowledge and experience in an investigative/reconciliatory operation processing environment.
• Understanding of Governance Risk Control Framework.
• Knowledge of Bank products.

• Bachelor’s degree in business related field.
• Professional Certification in Card is an added advantage.