Flutterwave was founded on the principle that every African must be able to participate and thrive in the global economy. To achieve this objective, we have built a trusted payment infrastructure that allows consumers and businesses (African and International) make and receive payments in a convenient borderless manner.

The Role: We’re looking for a Disputes Analyst (Chargeback & Refund) to join our Regional Operations team. The ideal candidate will join a team that takes responsibility for identifying and reporting issues and following up on corrective actions to resolve differences and deficiencies.

The right candidate for this role should have a solid understanding of card network rules, dispute & fraud monitoring programs, fines assessment, and dispute remediation strategies and best practices.

Location: Lagos, Nigeria

Responsibilities include but are not limited to:

• Processing and disputing chargebacks and refund inquiries to recover funds – including investigations of chargebacks and communications with external partners
• Analysing information, thinking through difficult problems, and making critical decisions based on limited information
• Tracking and providing statistics on chargebacks and refunds for the Finance Team
• Tracking and maintaining fraud incident reports and other related analyses
• Making certain that all chargeback activities are handled in accordance with regulatory requirements
• Reporting on Fraudulent vs Service related chargebacks, refunds, actions taken, and results obtained
• Communicating with our Payment Processors/Partners on our external partner’s queries
• Compiling the figures from various databases to build the team’s monthly chargeback report.
• Validating chargeback reports by utilising internal and external systems
• Providing relevant internal teams/stakeholders with transactions that have come back as chargeback or refund
• Participate in monthly, quarterly, and annual business reviews for the Compliance team.

• Any other duties assigned

Required competency and skillset to be a waver

• Bachelor’s degree in a finance or business related course with at least 1 year of experience in dispute/chargeback mitigation within the payments, fintech, or financial service spaces.
• High attention to detail, well organised and excellent analytical skills.
• Strong excel skills, ability to handle large amounts of data and to compile detailed reports.
• Ability to adapt to change quickly and multi-task.
• Client engagement experience
• Ability to work as part of a team and manage projects

You’ll love this job if you

• Have an intellectual curiosity about payments and technology
• Have high aptitude to quickly understand customer use cases and requirements
• Have the ability to drive cross-functional teams from ideation to solution
• Have the ability to manage proactive and reactive tasks effectively
• Are self-driven, self-starter, extremely passionate, goal-getter
• Are passionate about process improvements
• Are comfortable managing relationships within every aspect of the organisation from senior executives to engineers
• Embrace the challenge of managing multiple activities simultaneously
• Are comfortable working in ambiguity and the constant change of life at a startup experiencing hyper growth