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About the Chargeback & Refund Analyst (South Africa) Role

As the Chargeback & Refund Analyst, your primary responsibility is to monitor and process chargebacks, representments, arbitrations, and refunds

Responsibilities include but are not limited to:

• Manage the complete ecosystem of chargebacks, representments and refunds.
• Collation of disputed transactions from acquiring banks in SA and ROA to be logged on the portal and sending details of transactions to merchants for review and response.
• Follow-up on chargeback disputes to ensure timely cycle within the stipulated chargeback window.
• International chargeback involving different currencies for Web (MPGS)
• Work hand in hand with the compliance team to effectively monitor spike in chargebacks in the SA region especially for SA merchants.
• Regularly collate and consolidate key performance indices and be able to highlight gaps and recommend remedial actions
• Investigate all internal suspense accounts under the ownership of Flutterwave in SA region and ROA
• Generate executive report daily, weekly and monthly.

You’ll be a great fit if you have the following skills:

• Proven years of experience in Chargeback Operations
• Good understanding of the foreign exchange operations and local tax regulations.
• Excellent Financial analytical, strategic planning, and execution skills
• High-Level attention to details
• Ability to identify errors
• Strong relationship management skills
• Ability to manage multiple priorities and meet set deadlines.
• Excellent interpersonal and communication skills.
• Excellent presentation skills
• Work goal-oriented based on minimum supervision
• High sense of responsibility, accountability, integrity, and ethical standards
• Ability to work independently to fulfill assigned tasks
• Authorization to work in South Africa without sponsorship

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The role: Flutterwave is looking for a Country Compliance Officer, South Africa. This primary responsibility for this role is to serve as an ambassador for Flutterwave’s compliance culture and standards, demonstrating the highest standards of compliance behavior; and raising awareness of regulatory requirements and compliance policies. In addition, to provide an advisory role for regulatory aspects across the business, ensuring best practice and adherence to Flutterwave’s compliance and regulatory policies and procedures. 

Responsibilities include but are not limited to:

• Complete KYC/DDF quality assurance for South Africa merchants and vendors

Maintain regulatory licenses for South Africa:
I) Regulatory reporting and filling
II) Regulatory liaison
III) Leading related audits and own remediation of any audit findings

• Ensure Flutterwave operations in South Africa is in compliance with all regulatory obligation including schemes/acquiring bank rules
• Build trust with Flutterwave’s South Africa regulators, acquiring banks and card/payment schemes
• Consistent monitoring of merchants leveraging monitoring tools & reports
• Manage and coordinate meaningful reporting internally and externally, respond to information requests and proactively communicate regulatory changes and notifiable events
• Review and test Flutterwave’s risk and compliance programs and processes. Identify gaps and take ownership of the resolution
• Act as the in-country South Africa Money Laundering Reporting Officer. Taking responsibility for AML and Financial Crime Compliance in South Africa
• Support and advise the South Africa business leads on compliance matters
• Spearhead the drive for automation of all compliance processes
• To develop, implement and maintain Business Continuity plans for South Africa
• Provide support for the process of maintaining Flutterwave's externally accredited quality management systems – ISO 27001:2013 and ISO 22301:2012– assisting when undertaking the management review and particularly the review of the internal audit reporting system
• Maintain an up to date high level of knowledge and understanding of internal policies and procedures, including 'Compliance’, 'Prevention of Money Laundering and Combating the Financing of Terrorism, 'Financial Crime’, 'Customer Due Diligence’, 'Treating Customers Fairly’, 'Complaints Management’, 'Client Assets’, 'Anti-Bribery and Corruption, 'Conflicts of Interest’, 'Market Abuse and Personal Dealing’, 'Gifts, Benefits and Entertainment’.

Required competency and skill set to be a waver

• A minimum of 5 years of experience in compliance and/or risk functions in the financial services industry, preferably in fintech/payments.
• In depth knowledge of the regulatory compliance and risk issues, Flutterwave could potentially experience in South Africa
• Practical knowledge of payment network rules and acquiring risk standards
• Experience with data analytics tools such as PowerBIand Google Data Studio
• Maintains the highest professional standards to ensure the firm is not in a position of risk
• Credibility, professionalism, and confidence to implement best practice
• Proven “people skills” in terms of developing and motivating staff
• Ability to consistently demonstrate initiative and confidence in day-to-day dealings with clients
• Excellent communication both written and verbal
• Confident individual with a proactive attitude
• Ability to manage assigned tasks in an assertive, efficient and timely manner
• Proven ability to deal with confidential matters and with discretion
• Experience in preparing/delivering training
• Must be able to multi-task and keep calm under pressure
• Excellent, proven organizational skills
• The flexibility to work outside normal office hours as may be required from time-to-time

Other Requirements

• Possess work authorization for South Africa