Disputes, Chargebacks & Exceptions Officer: FTC (GL4) - Payments and E-Channels
Listing reference: capbw_002732
Listing status: Under Review
Apply by: 11 September 2025
Position summary
Industry: Banking
Job category: Banking, Finance, Insurance. Stockbroking
Location: Windhoek
Contract: Permanent
Remuneration: Market related
EE position: No
Introduction
PRIMARY PURPOSE OF THIS POSITION:
To track, monitor and resolve card disputes (and possibly resulting chargebacks) according to the rules and regulations of the Card Associations, industry and bank, as well as within the risk boundaries of the bank. Investigate and resolve exceptions timeously and accurately to prevent any possible losses.
Job description
1. KPA
Dispute and Chargeback Resolution
• Monitor and track incoming and outgoing card related disputes on the applicable systems.
• Maintain a timetable/calendar of disputes and ensure these are resolved within the mandated timeframes.
• Investigate the validity of disputes and resolve each in the appropriate manner depending on their validity.
• Raise and escalate disputes or chargebacks or original transactions that violate industry rules and regulations, or that are potential/actual fraud.
• Monitor and track incoming and outgoing card related disputes on the applicable systems.
• Maintain a timetable/calendar of disputes and ensure these are resolved within the mandated timeframes.
• Investigate the validity of disputes and resolve each in the appropriate manner depending on their validity.
• Raise and escalate disputes or chargebacks or original transactions that violate industry rules and regulations, or that are potential/actual fraud.
Exceptions Resolution
• Monitor and track incoming and outgoing card related exceptions on the applicable systems.
• Maintain a timetable/calendar of disputes and ensure these are resolved within the mandated timeframes.
• Investigate the validity of the exception and resolve each in the appropriate manner depending on their validity.
• Raise and escalate exceptions that violate industry rules and regulations, or that are potential/actual fraud.
• Exceptions are managed in a manner to keep losses/write offs to minimum.
• Monitor and track incoming and outgoing card related exceptions on the applicable systems.
• Maintain a timetable/calendar of disputes and ensure these are resolved within the mandated timeframes.
• Investigate the validity of the exception and resolve each in the appropriate manner depending on their validity.
• Raise and escalate exceptions that violate industry rules and regulations, or that are potential/actual fraud.
• Exceptions are managed in a manner to keep losses/write offs to minimum.
Administration
• Provide required data relating to all disputes and chargebacks to facilitate metrics by the supervisor.
• Provide required data relating to all exceptions to facilitate metrics by the supervisor.
• Provide required data relating to all disputes and chargebacks to facilitate metrics by the supervisor.
• Provide required data relating to all exceptions to facilitate metrics by the supervisor.
Innovation and Development
• Provide feedback up reporting line concerning findings or potential risks/improvements.
• Provide feedback up reporting line concerning findings or potential risks/improvements.
Card Fraud Awareness
• Provide feedback via the reporting line concerning trends and potential threats on card fraud and losses.
• Provide feedback via the reporting line concerning trends and potential threats on card fraud and losses.
Customer Focus
• Responsible for providing customer service and co-operation with other Bank Windhoek Divisions as well as foreign banks.
• Responsible for providing customer service and co-operation with other Bank Windhoek Divisions as well as foreign banks.
General
• The person should be prepared/willing to do any other reasonable and lawful instruction/task and ensure that it is normally carried out on time
• The person should be prepared/willing to do any other reasonable and lawful instruction/task and ensure that it is normally carried out on time
CORE COMPETENCIES:
• Good communication skills (verbal and Writing)
• Planning and organizing
• Assertive
• Interpersonal skills
• Problem solving & analytic
• Insight/understanding
• Ability to work well under pressure
• Delivering results
• Good communication skills (verbal and Writing)
• Planning and organizing
• Assertive
• Interpersonal skills
• Problem solving & analytic
• Insight/understanding
• Ability to work well under pressure
• Delivering results
Minimum requirements
• Grade 12 with 25 points
• Excellent knowledge of products and services provided
• At least 1-2 years’ experience in the banking environment
• Knowledge of systems and procedures
• Fluent in English and Afrikaans
• Good interpersonal skills
• Excellent Computer skills (excel & Word)
• Good communication (both verbal and written) skills
• Experience of Card Association rules and regulations will be an advantage
• Excellent knowledge of products and services provided
• At least 1-2 years’ experience in the banking environment
• Knowledge of systems and procedures
• Fluent in English and Afrikaans
• Good interpersonal skills
• Excellent Computer skills (excel & Word)
• Good communication (both verbal and written) skills
• Experience of Card Association rules and regulations will be an advantage
