Dispute Resolution Officer
Moniepoint
Unknown
Full-Time
$250
OfficeExecutive
Moniepoint Inc. is Africas all-in-one financial platform, helping 20 million businesses and individuals access seamless payments, banking, credit, cross-border, and business management tools each month.
As Nigerias largest merchant acquirer, we power most of the countrys point-of-sale (POS) transactions. Through our subsidiaries, Moniepoint Inc. processes over $250 billion in digital payment transaction value annually.
About the role
The Dispute Resolution Officer is responsible for managing, investigating, and resolving transaction disputes across payment productsMPGS, VISA, Account Switch, and Direct Debit, etc. This role ensures disputes are handled in line with scheme rules, partner SLAs, and internal SOPs, while minimizing financial and reputational risk to the business.
Receive, log, and manage disputes from merchants, banks, partners, and internal teams.
Investigate transaction disputes including:
Failed but debited
Successful but not credited
Duplicate charges
Unauthorized transactions
Chargebacks for both International and domestic switching and processing (Mastercard, VISA)
Track disputes from initiation to resolution. Scheme & Regulatory Compliance
Handle International switching / International issuing and acceptance disputes and chargebacks in line with scheme rules and timelines.
Ensure proper documentation, evidence collation, and submission within defined timeframes.
Manage representment and pre-arbitration processes where applicable. Root Cause Analysis
Identify why disputes occur (system issues, partner issues, routing failures, settlement gaps).
Escalate recurring issues to Product, Engineering, and Ops leadership.
Liaise with banks, merchants, processors, and internal teams to resolve disputes.
Provide clear updates and resolution timelines.
Support merchant/customer support teams with accurate information.
Maintain a dispute tracker with clear statuses and timelines.
Prepare weekly/monthly dispute reports.
Identify trends and recommend preventive controls.
International switching (Mastercard, Visa, Amex, China Union pay)
Domestic switching (NIP, NIBSS, UP, etc)
Strong investigative and problem-solving skills
Excellent communication and stakeholder management
Ability to interpret transaction logs and reports
Strong documentation skills
Good understanding of transaction life cycles
Ability to work under strict timelines
Bachelors degree in Business, Finance, or related field
3 - 5 years of experience in payments operations, disputes, or customer operations
Knowledge of card schemes (VISA, Mastercard ) is a strong plus
Fintech or banking experience is an advantage