Overview
Senior Officer Disputes Management Jobs in Riyadh, Saudi Arabia at The Saudi Investment Bank
Title: Senior Officer Disputes Management
Company: The Saudi Investment Bank
Location: Riyadh, Saudi Arabia
Responsibilities:
- To contribute to the resolution of card-related disputes at SAIB, effectively implementing defined procedures and protocols for the dispute management life cycle from initial inquiry to final resolution, ensuring compliance with regulatory standards, improving internal controls, and upholding a customer-centric approach.
- Implement defined processes and procedures for resolving card-related disputes, while adhering to regulatory mandates and internal policies.
- Facilitate ongoing communication with customers throughout the dispute resolution process in line with defined communication protocols to manage expectations and enhance customer satisfaction.
- Support the development and implementation of efficient workflows for the timely resolution of customer disputes.
- Analyze disputed transactions to identify their root causes, contribute to system improvements and customer education, and participate in the implementation of corrective measures to reduce future disputes and enhance operational efficiency.
- Participate in collaborative efforts with internal teams, including customer service, fraud prevention, and legal, to gather essential data for effectively resolving disputes.
- Provide support in consulting with legal and compliance teams on disputes with potential legal implications.
- Coordinate with external entities and card networks to resolve complex card-related disputes.
- Coordinate internally and with other banks to resolve disputes related to acquiring operations for e-commerce and POS customers.
- Assist in enhancing quality control protocols to ensure the accuracy and reliability of dispute resolution outcomes.
- Support initiatives to automate aspects of the dispute management process for improved efficiency and accuracy.
- Participate in continuous improvement efforts to refine the dispute management process and remain up-to-date with evolving regulatory standards in dispute management to ensure ongoing compliance.
- Understand and follow clearly articulated guidance on how to complete assigned tasks, ensuring alignment with sub-functional goals.
- Utilize allocated resources efficiently to complete tasks as per defined standards and within process boundaries.
- Comply with established policies, processes, and procedures to ensure work accuracy and consistency.
- Address simple, recurring issues independently while escalating complex challenges to the appropriate stakeholders.
- Contribute to continuous improvement efforts by identifying inefficiencies in routine activities.
- Actively participate in pre-defined development initiatives, leveraging organizational resources to enhance skills and knowledge.
- Additional duties and responsibilities assigned through the bank’s process as deemed necessary.
Required Skills:
- Excellent communication and interpersonal skills.
- Conflict resolution and problem-solving abilities.
- Attention to detail and ability to multitask.
- Knowledge of dispute resolution processes and procedures related to Local and international card scheme rules.
- Ability to prioritize and manage time effectively.
- Leadership skills and ability to motivate a team.
- Proficiency in Microsoft Office and other relevant software.
Required Qualifications:
- Minimum Qualifications: Bachelor’s Degree in a related major
- Preferred Experience: 2-4 years of relevant experience
- Language: English
