Company
Kora is a payment infrastructure. We offer plug-and-play payment solutions for businesses to launch a tailored payment experience for their customers.
Our vision, which is at the core of what we do every day, is to create a world void of digital financial barriers across Africa. We are committed to delivering reliable, secure, and easy-to-use digital financial solutions to every single customer with a guarantee that it is improving their lives.
We strongly believe in our ability to find Water in the Desert and pick the Sands in the Ocean.
We value positive energy, and clear communication and are committed to building an inclusive environment for people from every background.
About the Role
As an Experienced Chargeback and Dispute Specialist at Kora, you will be responsible for all aspects of dispute, refunds and fund recovery functions.
You will be responsible for managing end-to-end dispute resolution, refund processing, fraud-related investigations, and fund recovery activities across our payment ecosystem, collating and reviewing information to identify patterns or trends. The ideal candidate will play a critical role in minimising financial losses, improving recovery rates, chargeback win rate, maintaining scheme compliance, and enhancing customer experience.
What you will be expected to do at Kora:
- Report and monitor critical dispute metrics relating to volumes, value, quality, risk, and fraud.
- Assist with real-time operations management as needed.
- Perform root cause analysis of operational issues and create quick workarounds while driving permanent solutions.
- Resolve dispute escalations and provide support to the fraud team and business operations on complex cases.
- Work with internal stakeholders such as the Compliance, Enterprise Risk, and Internal Audit teams to understand upcoming product changes and potential impacts to dispute processes.
- Ensure that standard operating procedures for handling chargebacks and disputes, both internally and, across partners and card networks, are in place.
- Work with a range of card networks, financial institutions, OFIs, acquirers and merchants to investigate and resolve e-commerce payments disputes and chargebacks.
- Maintain policy and procedures for handling disputes and fraud claims, and notify the compliance and fraud team of any unusual activities for further investigation.
- Prepare the merchant chargeback and fraud chargeback monitoring report for management decision-making purposes.
- Ensure that the merchants’ chargeback and fraud thresholds are not exceeded monthly.
- Assist and support Kora merchants who experience excessive chargebacks and fraudulent activity in investigating the root cause.
- Investigate fraud chargebacks and recommend changes that allow teams to mitigate instances of fraud that would impact the chargeback rate.
- Carry out fraud investigations and analyses based on fraud reports from the card networks.
- Design a process flow to ensure accuracy/quality of dispute resolution responses and compelling evidence to improve chargeback win rate.
- Work with the technical team to ensure that our dispute dashboard is operating effectively.
- Develop and maintain business relationships with the fund recovery team at NIBBS, financial institutions, and OFIs.
- Ensure customer satisfaction is maintained in the face of cardholder disputes and settlements.
- Meet the team’s standards for quality and performance/productivity.
- Make monetary adjustments to customers' accounts and other risk/income matters.
- Partner and maintain an excellent working relationship with customers to achieve overall customer satisfaction.
- Contest chargeback claims when viable economically and monitor claims recovery.
- Work with clients to collect and document information that may be used in resolving outstanding disputes.
- Prepare periodic chargeback management reports.
- Analyse and understand CBN guidelines, MasterCard/Visa VAMP rules and regulations, identify gaps in processes and work to resolve gaps and complete process improvement.
Requirements
- Impeccable verbal and written communication skills - needed for communicating with a range of people, both internally and externally, as well as good presentation skills.
- Demonstrated proactive approaches to problem-solving with strong decision-making capability.
- Emotional maturity.
- Strong background in settlement and reconciliations, customer complaint evaluation and validity, fund recovery, payment processing, card issuing, fraud investigation, identifying gaps and improving processes.
- You have strong knowledge of payment products, MasterCard and Visa dispute resolution, pre-arbitration, arbitration, Compliance, good faith, RFI, Ethoca, and Verifi.
- Excellent Data Analysis & Reporting skills: You have the ability to turn large data sets into meaningful insights.
- You have the appetite to jump headfirst into a fast-moving, fast-growing, mission-driven team that values creativity and output.
- Excellent organisational skills, ability to prioritise effectively and handle multiple tasks simultaneously in a very fast-paced environment. Essentially, you need to be able to deliver under pressure.
- Adaptive: You are curious, optimistic and a skilled problem-solver. You embrace the unknown and are able to adapt to shifts in priorities. You look outside your day-to-day to ensure you keep learning and growing.
- Proven understanding of the Fintech space and the disruptive opportunities being created.
- Sound judgment, a high degree of professionalism, and the ability to maintain confidentiality.
- Business sense - has a strong business sense and can decipher priorities and make sound judgment calls when needed.
- Highly resourceful team player, with the ability to also be extremely effective independently.
- 5-7 years of experience in Mastercard and Visa dispute resolution.
- Proven ability to handle confidential information with discretion, be adaptable to various competing demands, and demonstrate the highest level of customer/client service and response
- Demonstrated ability to achieve high-performance goals and meet deadlines in a fast-paced environment
- You are an out-of-the-box thinker and think of new ways to disrupt the status quo.
- Finally, you bring positive energy, are comfortable with change and can manage your own workload effectively.
Benefits
- Health insurance
- Sponsored and tailored training
- Paid parental leave
- Paid time-off
- Flexible work style
- Low-interest loans
- Group Life Insurance
- Access to up to four therapy sessions monthly
- Day off on your birthday 🎂 🎁 🎉
- Employee interest groups that provide supportive communities within Kora
- Great company culture and the opportunity to work with a highly collaborative team building something great!
Note: We recognise imposter syndrome is real - any candidate who does not perfectly fit every characteristic of this role is still strongly encouraged to apply.
