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Responsible for managing the end-to-end chargeback and dispute process for card transactions (credit and debit), ensuring accurate investigation, documentation, and resolution in compliance with bank policies and international card scheme regulations (Visa, MasterCard, etc.). The Chargeback Officer ensures timely handling of disputes, effective coordination with internal and external stakeholders, and mitigation of financial losses while maintaining high service and compliance standards.

Key Responsibilities:
• Handle and process chargeback and dispute cases for card transactions in accordance with card scheme rules and timelines.
• Investigate customer claims by collecting and verifying transaction evidence, system records, and supporting documentation.
• Coordinate with internal departments (Operations, Fraud, IT, and Customer Service) and external parties (merchants, acquirers, and card networks) to resolve disputes efficiently.
• Ensure compliance with regulatory, operational, and scheme-related requirements.
• Track and monitor all chargeback cases to ensure timely submission and response.
• Identify recurring dispute trends and recommend process improvements to minimize future chargebacks.
• Maintain accurate and organized records of all chargeback activities for audit and reporting purposes.
• Prepare regular reports on dispute volumes, outcomes, and performance indicators.
• Support fraud prevention teams in identifying suspicious patterns or anomalies.
• Provide excellent customer support and ensure clear communication regarding dispute outcomes.

• Bachelor’s degree in Business Administration, Finance, Accounting, or a related field.
• 1–3 years of experience in chargeback, dispute management, or card operations within the banking or financial sector.
• Strong knowledge of Visa and MasterCard chargeback processes, regulations, and timelines.
• Excellent analytical, investigative, and documentation skills.
• Attention to detail with the ability to manage multiple cases simultaneously.
• Proficiency in MS Office and familiarity with banking and card management systems.
• Strong written and verbal communication skills in English (Arabic is an advantage).
• Ability to work under pressure and meet strict deadlines.