Dispute & Resolution Officer

About the role

The Dispute & Resolution Officer will be the primary point of accountability for all dispute and claims workflows at Taly, ensuring thorough investigations, timely resolutions within regulatory SLAs, and audit‑ready documentation for CBK reporting.

Key responsibilities

• Own end‑to‑end management of customer and merchant disputes, including chargebacks, unauthorized transactions, double charges and service delivery complaints.
• Investigate each case impartially, gather transaction data, communications and documentation, and issue formal decisions within CBK‑mandated timeframes.
• Maintain an audit‑ready dispute case management system with complete logging, tracking and closure of every case.
• Lead investigation and resolution of payment‑related claims such as failed transactions, settlement discrepancies and unprocessed refunds, coordinating with Finance and Treasury.
• Monitor claims volumes, aging queues and resolution rates, escalating overdue or complex cases promptly.
• Manage the full chargeback lifecycle, coordinate evidence gathering with merchants, processors and acquiring banks, and oversee timely refund processing.
• Identify patterns of fraudulent chargeback activity or systemic refund abuse and raise them to Risk and Fraud teams.
• Ensure all processes fully comply with CBK consumer protection regulations, e‑money service guidelines and payment system rules.

Required profile

• Proven experience in dispute and claims handling within a payments or financial services environment.
• Familiarity with CBK consumer protection regulations and e‑money service guidelines.
• Ability to collaborate effectively with legal, finance, product and risk teams.

Required skills