Dispute & Claims Resolution Officer

About the role

The Dispute & Claims Resolution Officer will be the primary point of accountability for all dispute and claims workflows at Taly. You will ensure every case is investigated thoroughly, resolved within regulatory SLAs, and documented to meet CBK reporting and audit standards.

Key responsibilities

• Own end‑to‑end management of customer and merchant disputes, including chargebacks, unauthorized transactions, failed payments, double charges, refund disputes, and service delivery complaints.
• Investigate each case impartially, gathering transaction data, communications, and documentation to reach fair resolutions.
• Issue formal resolution decisions within CBK‑stipulated timeframes and Taly’s internal SLA framework.
• Maintain an audit‑ready dispute case management system with full documentation for every case.
• Lead investigation and resolution of payment‑related claims, coordinating with Finance and Treasury for accurate financial adjustments.
• Monitor claims volumes, aging queues, and resolution rates, escalating overdue or complex cases promptly.
• Manage the full chargeback lifecycle and oversee processing of approved refunds, ensuring compliance with payment network rules and CBK requirements.
• Identify and escalate patterns of fraudulent chargeback activity to Risk and Fraud teams.

Required profile

• Strong knowledge of dispute and claims workflows in a payments environment.
• Familiarity with CBK consumer protection regulations, e‑money service guidelines, and payment system rules.
• Ability to investigate cases thoroughly and communicate outcomes professionally.
• Experience collaborating with legal counsel, finance, product, and corrective‑action teams.

Required skills