Chargeback Specialist at Discovery Limited

About Discovery
Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.

About Discovery Bank
Discovery’s intention is to expand our business model into banking and to establish a brilliant, innovative full-service retail bank in South Africa. We have recently received our banking licence and are now registered as Discovery Bank.
We are looking for smart, energetic, experienced and dynamic achievers who take initiative and ownership, are passionate about dazzling clients, and who thrive on constant challenges and high-speed change to join us on this journey.
We welcome inspired, positive and committed people to apply for jobs in Discovery Bank where you will be liberated to realise your full potential.

Job Purpose
The primary purpose of this position entails the management of all card disputes. The job will entail reviewing all written transactional inquiries, disputes and complaints from clients or their authorized representatives, researching and resolving issues, and providing formal written responses within deadlines on behalf of the Bank while complying with regulations and guidelines. The ideal candidate must have a good working knowledge of aspects of Banking Operations, including payment processing; card association rules (Visa preferred) and standards on Disputes and regulatory requirements from a Payments Association of South Africa perspective.

Deliverables/functions

• Primary functions include the evaluating, researching, decision making, monitoring, and communicating with key stakeholders up to and including investigations and processing of disputes throughout the dispute life cycle as per the applicable Card Association rules and standards and internal procedures including submission on the relevant systems
• Responsible for processing dispute and fraud cases based on both banking and card associations regulatory guidelines along with client requirements.
• Investigating, analyzing, evaluating and determining the nature and proper course of action in resolving customer claims of dispute and processing errors involving debit and/or credit cards and communicates findings in writing to Clients.
• Remains current with new/revised operational procedures to assure overall efficiency, control, and compliance with policy.
• Attends regulatory and Card Association training/seminars to maintain expertise and remain current with any processing or regulatory changes.
• Reviews dispute queue for trends and communicates any findings to mitigate risk for the Bank and clients.
• Allocate, monitor and complete daily operation reporting on the Banks output throughout the dispute life cycle
• Works with customers to obtain necessary documentation for chargeback processing.
• Required to provide excellent customer service to customers and internal bank associates a while adhering to all regulations applicable to card disputes
• Professional communication (written and verbal) along with appropriate follow-up with clients.

Other Responsibilities

• Maintains a current understanding of Bank policies and procedures related to their job function, in compliance with all applicable regulations, including but not limited to FICA, POPI, TCF, AML etc.
• Performs other relevant departmental duties as assigned.

Qualifications And Work Experience

• Diploma/degree or equivalent experience preferred.
• Minimum 3 years industry & Card Association (Visa preferred) experience related to fraud, chargebacks and/or disputes.
• Knowledge of banking & card association rules and regulations is a must.
• VROL experience preferred
• Excellent attention to detail, strong investigative skills and exceptional analytical skills
• Technical Troubleshooting
• Ability to communicate (written and verbal) professionally and provide excellent customer service.
• Ability to effectively train and oversee the work of a team