About Us:
Network International is the largest Financial Technology company in the Middle East and Africa. Payments is our core business where we provide services in more than 50 countries UAE, Jordan, South Africa, Egypt are some of our key markets. Apart from payments, we provide services on Data and Insights, Lending, Insurance, Risk Solutions, etc. Our core customers are businesses at every scale and segment, though recently we have been growing in the direct-to-consumer card segment as well.
Our EVP:
At Network International, we always stay ahead. . In the fast-paced world of financial services, we thrive on innovation, agility, and purposeful collaboration. We invest first in our people, empowering you to make bold decisions, learn fast, and grow your expertise alongside industry leaders. Here, solving complex problems means more than using cutting-edge technology; it's about creating meaningful value for our customers, together. We foster a culture where trust, accountability, and achievement go hand in handbecause success isn't just a goal; it's how we work, every day, as one team.
About The Role:
We are looking to hire for a Chargeback Issuing Senior Officer in Egypt to:
- Perform the task specified in the Process manual according to the Card scheme rules and regulations.
- Action all the Copy Requests/Chargebacks, re-presentment within the specified Card Schemes time limits without errors.
- Ensure all the cases are closed within the TAT agreed (SLA).
- Keep records relevant to tasks undertaken in order to provide information.
This role is based in our Egypt office, Cairo Festival City, Network Building, New Cairo.
Key Responsibilities:
- Receive new dispute from ENBD CRM, 3rd party banks Emails, FSTP, EI CRM , for assigned portfolio / VISA /Master/Diners.
- Record & Update new copy requests & Chargebacks in the Chargeback Excel File and action 40-55 cases within 1 business day, ensure to check chargeback cases in case of any rejects by next day.
- For All fraudulent transaction ensure checking and updating fraud reporting, exception filing and confirming blocking of the card before initiating the case.
- Processing Visa / MasterCard / Diners Copy Requests, Chargebacks & re-reject entries as per the nature of the disputes following schemes Rules and regulation.
- Uploading of supporting documents through Visa Online (VROL) & MasterCom within 3 calendar days.
- Ensure to check & download the fulfillments from Visa Online & MasterCom, Diners & Onus MIS within 10 working days and update the file.
- Ensure to update the Re-presentment within 5 calendar days from the processing date, valid re-presentment cases to share with the client for closure of the case.
- All ONUS won cases to be updated on ONUS DR sheet immediately without any failure.
- Preparing customer letters within 2 working days.
- Processing of Manual batches minimum of 64 TC, PC Finacle & WebForm batches & send to Tanfeeth for posting.
- Updating ENBD & EI CRM & 3Party client Cycle by Cycle.
- Updating client bank inquires and status of the dispute cases immediately same date.
- Sending weekly log to the client bank every Thursday before end of the day (if Thursday falls on a UAE public holiday, the log to be send on Wednesday).
- Ensure to provide support for chargeback / reconciliation team.
- Ensure all incoming disputes from different channels reviewed on a daily basis. In case of missing SR, mail in a daily tracker the case to be action informed & escalated to the client.
- All chargeback docs to be kept saved in chargeback cabinet by end of the day adhering to the clean desk policy.
- Provide help & support in case of team member absent.
- Provide full back up during supervisor absent/ leave by initiating Pre-Arbitration-Pre Compliance.
- Ensure processing of fee collection as per supervisor instruction.
- Ensure issues concerns are escalated to the Supervisor / Team leader final Manager.
- Ensure to provide a daily MIS to business performance team.
- Ensure to check OUT/NCTF folder to check of VISA /MASTER rejects on daily basis on ISG system.
- Ensure to review chargeback cases and inform the clients once cycle got over.
- Perform other related duties as requested by the company.
Key Requirements:
Education:
- A Bachelor's degree from a recognized university in a related field
Experience:
- At least 3 years of experience in card operation or back office chargeback operations.
- A minimum of 3 years of chargeback experience in international payment schemes (Visa/MC) is a must whether in issuing or acquiring chargeback).
- Very Good command of English Language (Listening, Speaking, Reading & Writing), or equivalent to Upper-Intermediate level.
Knowledge/Skills:
- Chargeback Rules & Regulations.
- Strong analytical and problem solving skills.
- Strong communication skills.
- Strong organization skills.
- PC, MS Office, good English communication (reading, writing).
- Ability to take responsibility in analyzing disputes and action according to the Scheme Rules and Regulations.
