Associate, Cards Dispute Management

I&M Bank Kenya Limited is a financial institution founded in 1974, providing a range of banking and financial services.

The Associate, Cards Dispute Management is responsible for overseeing all aspects of card-related disputes, ensuring compliance with international scheme rules (VISA and MasterCard) and internal bank policies. This involves a comprehensive approach to dispute resolution, from initial investigation to final settlement, while maintaining financial integrity and adherence to service level agreements. The role also includes identifying thematic issues, collaborating with fraud monitoring teams, and ensuring timely reporting to stakeholders and regulators.

1. Investigate and initiate financial disputes raised by internal and external bank clients as mandated by scheme rules and procedures.
2. Follow up on the disputes process as per the scheme (Mastercard and VISA) manuals to manage correct resolution with no financial loss.
3. Collect evidence, determine the validity of a dispute, and based on findings, make decisions and engage key stakeholders, merchants, and bank clients.
4. Engage internal stakeholders (branches, Call Center, and Complaints Handling Unit) to ensure dispute management is understood and correct procedures are appropriately followed when raising complaints.
5. Track card disputes raised and received from other banks.
6. Review Outstanding Card Reconciliation Exceptions to ensure no outstanding reconciliation items beyond SLA.
7. Analyze card-related disputes to identify thematic issues that could portray fraudulent attacks for reporting/escalation, working closely with the card fraud monitoring team.
8. Ensure timely submission of monthly reports to bank stakeholders, regulators, and quarterly reports to the Card Schemes.
9. Process incoming and outgoing files from Card schemes portals into/from the bank Card management system within the set SLAs.
10. Generate GL and Loyalty files for processing into the core banking systems.
11. Ensure all card scheme settlement obligations are posted in core banking and remittances are sent to Visa and Mastercard settlement banks.
12. Stay upskilled to ensure the analyst keeps up with scheme mandated rules, enhancing the ability to manage both external and internal stakeholders.

1. Bachelor’s Degree in Business, Banking, or a related field.
2. At least one (1) year of relevant experience.
3. Strong planning and organizational skills.
4. Excellent analytical skills and attention to detail.
5. Strong oral and written communication skills.
6. Effective interpersonal skills to manage stakeholders at all levels.
7. High ethics and integrity.
8. Excellent judgment and analytical abilities.
9. Strong commercial awareness and an ability to connect to business goals.
10. Experience in Business Continuity Planning and Disaster Recovery.
11. Proficiency in risk management skills.