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The Chargeback Officer is responsible for developing customer relationships that promote retention and loyalty, ultimately improving customer lifetime value and reducing churn. This person should be the internal advocate for the customer working with the various teams to ensure quick resolution of customer issues and provide suggestions on how the customers experience can be further optimized based on analysis of the issue log or customer requests.
Responsibilities
- Timely response and resolution to Chargebacks on Arbiter and UPSL dispute portal
- Daily download of report on Extraswitch for internal settlement and reconciliation and customer refunds.
- Ensure timely close of all escalations especially disputes that require resolutions from our partners.
- Timely investigation, escalations and resolution of complaints of unimpacted transfers, airtime recharge and bill payment transactions.
- Recouping of funds in relation to erroneous transfer.
- Provide second-level support for Customer care representatives on customers' complaints.
Qualification
- Bsc/HND qualification.
- Minimum of two years banking operation/bank interaction experience, specifically in dispute complaints and interbank transfers escalations.
- Ability to write routine correspondence and communicate effectively and tactfully, orally and in writing with employees, customers, vendors and management.
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