LemFi (YC S21) is building the neo-bank for the African diaspora in North America & Europe & the UK. We provide our users with a multi-currency account that allows them to hold, send, and receive money from Africa in any currency for their business and personal banking needs.
Who you are:
You are a motivated and energetic person who would thrive in a fintech startup environment like ours. The teams here at LemFi are passionate about their work and fields of expertise but also lend hands-on cross-functional responsibilities to ensure the success of the company and the satisfaction of our clientele.
Job Summary:
As a Dispute and Chargebacks Analyst, you will be responsible for managing and communicating the resolution to the customer. You will play a critical role in safeguarding the financial interests of the company by investigating and submitting disputed transactions to Visa in a timely and efficient manner. This role requires a keen eye for detail, strong analytical skills, and excellent communication abilities to collaborate with various stakeholders internally and externally.
Responsibilities are as follows:
- Investigate Disputed Transactions: Review disputed transactions initiated by customers to identify the root cause of the dispute. Analyse transaction data, documentation, and communication records to gather evidence and submit to Visa for further action with the merchant.
- Communication: Communicate effectively with customers and internal teams to gather necessary information, provide updates on dispute status, and resolve issues promptly. Maintain professional and courteous communication throughout the dispute resolution process.
- Documentation and Evidence Collection: Maintain accurate records of dispute cases, including transaction details, correspondence, and evidence collected during investigations. Ensure compliance with regulatory requirements and internal policies regarding documentation and evidence retention.
- Risk Assessment: Assess the financial and reputational risks associated with disputed transactions and chargebacks. Identify patterns or trends in dispute cases to mitigate future risks and prevent fraud or abuse.
- Reporting and Analysis: Generate reports on dispute and chargeback trends, key performance indicators, and resolution outcomes. Analyze data to identify areas for process improvement and recommend strategies to enhance dispute management efficiency.
- Training and Education: Provide training and support to internal teams, such as customer service representatives on dispute resolution procedures, policies, and best practices.
- Regulatory Compliance: Stay updated on relevant regulations, guidelines, and industry standards related to dispute management and chargeback processing. Ensure compliance with applicable laws and regulations to mitigate legal and regulatory risks.
Requirements:
- Knowledge of payment processing systems, card networks (e.g., Visa, Mastercard), and regulatory requirements related to dispute resolution.
- Commitment to maintaining confidentiality and adhering to ethical standards in handling sensitive information.
- 1-2 years of experience working with disputes and chargebacks for a card program.
- A clear understanding of the dispute resolution process and rules and it’s guidelines
- Exposure to relevant tools (VROL)
- Excellent cross-functional communication skills with high attention to detail
- Advance data analytics skills