Team Leader - Chargebacks

UAE Nationals Only. 

Embark on a journey where your unique contributions are celebrated, and your professional growth is embraced. At ADCB, we nurture a diverse, inclusive community where every voice is valued.

About the business area

GBS is a group of highly skilled and talented professionals who form an essential part of ADCB's continued journey of success. With a proud history of commitment, innovation and delivery, GBS constantly strives for excellence whilst ensuring the highest standards of quality and risk awareness. Each and every member of the GBS family plays an integral role in driving ADCB's strategy, growth and digital evolution by working closely with our valued business partners to achieve exceptional customer experience through our outstanding service and support.

We are actively seeking an ambitious professional to join our team at ADCB to work alongside passionate colleagues who share your ambition to redefine excellence in UAE banking.

In this role, your key responsibilities include:

• Manage cardholder disputes and report all fraudulent and counterfeit transactions to MasterCard/Visa International to ensure the required guidelines are followed and the time frame stipulated by MasterCard/Visa International/CBUAE is achieved

• Manage and oversee the departmental adherence to Visa/Master International/CBUAE guidelines and adherence to Bank’s operational procedures including reconciliation of chargeback accounts to ensure that no financial losses are incurred due to operational lapses

• Manage the preparation and issue of letter for cardholder communication for the purpose of advising the cardholder of the final outcome of the disputes and Chargeback investigations to ensure that Bank processes are followed

• Oversee the timely reconciliation of the Forex settlement accounts and other relevant Chargeback GL accounts to ensure completion within agreed turnaround times (TATs)
• Validate Settlements as well as Billing vouchers received from Visa/Master card and prepare relevant GL entries to ensure accurate completion within agreed TATs
• Maintain accurate Management Information Systems (MIS) maintenance and circulation for Management to ensure full understanding of progress

• Management the departmental processing and reporting to ensure compliance with the Bank’s defined regulatory and compliance framework

• Oversee credit completions and that they are processed to cardholder accounts on completion of the dispute cycle and Service Requests (SRs) closed to ensure a timely/proactive resolution of customer query related to Disputes

• Provide a support line during user acceptance tests for system/process advancements to ensure the successful testing of innovative technology solutions

• Advise Business Owners/Initiators on best ways of utilizing technology to achieve business goals to ensure ongoing reference to new technology and innovation

• Collaborate with Business and stakeholders to ensure maximum Straight Through Processing (STP) and digitally enabled processes and products

• Implement approved departmental policies, processes and procedures, and ensure employee adherence so that work is carried out to the required standard while delivering the required standards of service to customers and stakeholders

The ideal candidate should have the following experience:

• At least 4 years of experience in a Visa/MasterCard/CBUAE chargeback role with at least 2 years experience in managing teams/department.
• Bachelor’s Degree in Commerce/Finance or similar
• Expert level knowledge of Chargebacks, Visa, Master card rules and regulations, settlement procedures and reconciliations
• Excellent communication skills
• Sound understanding of Card processes and procedures and business awareness

What we offer:

Competitive Salary: Additionally, all employees are eligible to participate in one of our rewarding variable pay plans.

Comprehensive Benefits Package: This includes market-leading medical insurance, group life and personal accident insurance, paid leave and leave airfare, employee preferential rates on loans and finance facilities, staff discounts and offers, and children education assistance (for certain job levels).

Flexible and Remote Working Options: We understand the importance of work-life balance and offer flexible working arrangements, subject to eligibility and job requirements.

Learning and Development Opportunities: We value and facilitate continuous learning and personal development, through a variety of exciting learning opportunities, such as structured instructor-led courses, a comprehensive e-Learning catalog, on-the-job training and professional development programs.

At ADCB, we are dedicated to creating a respectful, caring and disciplined work environment that aligns with your career ambitions.