Chargeback Officer

Job Description

At RAKBANK, we believe in fostering a culture of innovation, growth, and excellence. We are not just a bank – we are a community that thrives on teamwork, cutting-edge solutions, and the highest standards of governance.

Responsible for managing end-to-end chargeback operations across issuing and acquiring, including dispute handling, reporting (FLD/TC-40), fee recovery, and fund settlements. Ensures all activities are executed efficiently, securely, and in compliance with bank policies, regulatory standards, and service level agreements.

What You’ll Be Doing

• Manage end-to-end chargeback operations including copy requests, disputes, fraud reporting, pre-arbitration, and compliance as per Visa/Mastercard regulations.
• Monitor incoming chargebacks and ensure timely processing and posting of debits to merchant accounts with required approvals.
• Conduct monthly monitoring of excessive chargebacks in line with scheme regulations and highlight risks.
• Process temporary credits accurately in the card system in accordance with internal policies and controls.
• Ensure timely and clear communication with customers at every stage of the dispute lifecycle.
• Submit all chargeback and compliance documentation to card schemes/member banks within stipulated timelines.
• Supervise and guide chargeback processing staff to ensure adherence to policies, procedures, and service standards.
• Deliver high-quality service to internal and external stakeholders, meeting defined SLAs and customer expectations.
• Validate customer requests and ensure accuracy before processing transactions or system updates.
• Generate and analyze chargeback, copy request, and fraud reports from Visa/Mastercard systems.
• Identify and report fraudulent transactions, ensuring compliance with SAFE/TC40 and other scheme reporting requirements.
• Reconcile chargeback suspense accounts, follow up on outstanding entries, minimize losses, and maintain strong controls and documentation.
  
  

• University degree or equivalent qualification.
• At least 2 years of experience in chargeback in card operations and thorough understanding of Visa International / MasterCard International Operating/UAE switch regulations on acquiring & Issuing Chargebacks.
  
  

• Ability to handle Chargebacks/ copy requests within the timeframe set out in Visa /MasterCard Operating regulations.
• Ability to identify possible fraud charges and take necessary steps to protect Bank’s interests.
• Ability to exercise judgement and interpret Visa / MasterCard operating regulations in a manner that protect the customer’s and bank’s interests.
• Maintain both efficiency in operations and quality in service delivery at the same time.
• Ability to handle exceptional processes / large volume of business and maintain service delivery.
• Understand and adapt to changing technological advances in credit cards industry.
  
  

• Competitive, performance-linked compensation.
• Medical coverage for you and your family.
• Comprehensive life insurance.
• Inclusive and diverse workplace culture.
• Career development and fast-track growth opportunities.
• Mentorship from industry experts.