As a financial service provider, chargeback claims are bound to arise. At Kudi we strive to give our Agents an outstanding customer experience, which includes resolving all chargeback claims and ancillary issues promptly and swiftly; and that is where you come in. We are looking to hire a Chargeback Intern to help us track how we give our Agents an outstanding experience. The ideal candidate will be a smart, detail-oriented, enthusiastic person with a passion for problem solving and collaboration. You will be relied on to effectively track identify problems and follow through on timely resolutions. You will help to track resolution of all claims and chargeback issues and ensure the satisfaction of all parties: including the reconciliation of disputed transactions. Does this sound interesting to you?
Over 1.7B people around the world do not have access to basic financial services. Kudi’s mission is to make financial services accessible and affordable to all Africans across the world. Today, we are digitizing cash payments for over 1million Nigerians with our Chatbot service and over 14,000 Agent points across the country.
In just two years, we have grown and processed over $80m in monthly payments and more than 1Billion daily transactions in local currency. Our next target is to bank over 10 million Nigerians monthly over the next 12 months. In furtherance to this mission, we are seeking passionate, goal-oriented individuals to join our team. As an integral part of our Finance team, we will rely on you to evaluate disputes that arise when an agent makes a chargeback claim, working alongside the Agent and our partners to resolve the dispute.
A Bachelor's degree in Business or any related discipline from an accredited university.
Exceptional written and oral communication skills.
Strong analytical and problem-solving skills.
Exceptional organizational skills with the ability to multitask.
Strong attention to detail skills.
Strong dispute management and reconciliation skills.
Strong customer service and relationship management skills.
Strong ability to analyze, interpret and explain business different business cases.
Time management and ability to work towards a deadline (and meet deadlines).
Ability to work independently and as part of a team.
Demonstrated ability to handle multiple and changing priorities and to work well under pressure.
Proficiency with Microsoft Office Suite.
About the Role
In this role you will be responsible for;
Processing and disputing debit card chargebacks and inquiries to recover funds - including investigations of chargebacks and communications with external partners.
Assisting our customer success team in resolving all chargeback claims and related issues.
Engaging with both internal and external stakeholders to assist with the investigation to root cause of losses.
Analyzing transaction challenges which cause chargeback losses, troubleshooting to determine causes, and working with subject matter experts to identify and execute solutions.
Provide the right verdict based on settlement and previous records.
Manage relationships with members of other teams within the company as well as the dispute teams of partner banks.
Reconciling all dispute debits.
Tracking and providing statistics on chargebacks to your line manager.
Tracking and maintaining fraud incident reports and other related analyses.
Work with clients to collect and document information that may be used in resolving outstanding disputes.
Make-certain that all chargeback activities are handled in accordance with regulatory requirements.
Ensure immediate identification of fraudulent chargeback details in our system in order to stop future losses.
Compile the figures from various databases to build the team monthly chargeback report.
Validating chargeback report by utilizing internal and external software systems.
Provide team lead with transactions reviewed by them that have come back as fraud chargeback.