Dispute Resolution Officer (Kabul, Afghanistan)

Job Summary

Disputes means that E payment will lose image in the market. The only way to refund a dispute is to response with the correct compelling evidence, according to the reason code and transaction modifiers. There are also time limits that are included to the dispute management framework, which requires stakeholders to respond in a timely manner. Dispute resolution Officer must verify the dispute representment and documentation to a payment processor is complete and without error. And Ensure correct and timely management of alerts from card fraud prevention systems

• manage end to end case work and new matters involving disputes between consumers Issuer and acquirer. assess whether complaints are within the jurisdiction of Afpay Scheme. Research card disputes and build dispute cases to recover funds for merchants. provide independent information to consumers, issuer and acquirer about how to go about resolving their disputes accurately record the details of a dispute and case manage according to AfPay Dispute Management Framework. identify key issues arising from a dispute, gather and analyses relevant information and decide whether a proposed outcome is in accordance with AfPay Dispute Management Framework. apply the process of Dispute Management Framework including conciliations between Consumers, Issuer and Acquirer and problem solving skills to facilitate the appropriate resolution of disputes undertake formal investigations, including assessment of information and communicate the outcomes of the investigation plainly and clearly to parties Validate appropriate data from internal and third-party systems and ensure appropriate course of action is being pursued. Ensure accurate and appropriate responses to disputes Monitor disputed transactions for possible fraudulent activity Serve customers by resolving problem related to product and service Review alerts from AfPay system internal and external transactions and takes appropriate action, including contacting members to confirm the validity of alerted transactions and annotating the system per members’ responses. Review “confirmed fraud” alerts and reports and take appropriate action, including closing/reissuing debit cards and contacting members to determine whether transactions will be disputed Prepare case files for Disputed cases including the process and proofs Review and follow up of systems report on daily basis with members to close the cases with timeline explained in dispute management framework Assist Head of Operations with completing/closing requests on time Perform other duties as assigned by Head of Operations Experience/Skills: 

Writing skills:

• Ability to listen to customers and resolve conflict Experience in disputes or in the payments industry preferred ability to follow through on assigned tasks Strong computer skills required Ability to analyze information, think through difficult problems, and make critical decisions based on limited information Bachelor’s degree in IT and Computer Science preferable at least 4 years of previous experience in a similar position or in Payments section in FI/Bank is preferred.