Officer Job in Kenya - Card Disputes Management.

Officer – Card Disputes Management


The role is responsible for handling Card Issuing and acquiring business disputes as per scheme rules and regulations and existing bank operational procedures.

Duties & Responsibilities

  • Daily processing of all card disputes on both issuing and acquiring business segments as per the card scheme rules, regulations and set bank procedures
  • Review of disputes to identify appropriate resolution steps towards chargeback processing, representments, pre-arbitrations, compliance and arbitration processing

  • Daily tracking of all card disputes confirmations, processing and financial settlements to ensure that chargeback settlement values are received and passed to the cardholders on all card scheme disputes and that proper actions are taken on all card represented financial transactions
  • Ensure all acquired ATM and retail related chargebacks are promptly reviewed and appropriate action taken to ensure financial liability does not crystalize on the bank
  • Ensure all card disputes settlement values from the schemes are correctly posted to Bank General Ledger and Card Management Systems
  • Custodian of all card disputes logged in the bank customer complaints resolution management application and record keeper of all card disputes
  • Close engagement with bank customer service and call Centre staff on matters related to Card disputes to ensure prompt closure within the set SLA.
  • Bank liaison Agent with other Banks and card schemes on matters relating to card issuing and acquiring disputes
  • Logging in and tracking of all cardholders received queries and disputes and follow-up with respective stakeholders to ensure the issues reported therein are promptly addressed and appropriate feedback shared with cardholders. Additionally attend to daily calls and communications received from cardholders on all matters relating to card products, account operations and associated service offerings.
  • And any other duty as may be allocated by the supervisor.

Academic Qualifications

  • Bachelor’s degree in a Business-related field from a recognized institution

Professional Qualifications

  • Certifications in Bank Card Operations


  • 2 Years’ Experience in Card Operations disputes management

Generic Competencies

  • Knowledge of Banking and Accounting Applications
  • Good understanding of various Card Scheme operational and disputes resolution rules
  • Good planning and organizational skills
  • Good business communication (written and verbal) skills
  • Must have a good time management skill
  • Should have a good interpersonal skill and be able to interact with all levels of personnel within and outside the Bank.
  • Proficiency in the use of computers – Ms Office, relevant banking software.
  • Good Problem Solving and analyticals

How to Apply

To submit CV and application, click here.