Senior Disputes Specialist

Location : Malta
Basis : Full- Time

The Senior Disputes Specialist will be responsible for managing the Dispute teams In Malta and Manila to deliver Dispute Services to RS2SP clients and manage all the associated risks. The job holder is also responsible to streamline all the dispute flows, create training modules and ensure that all stakeholders adhere to the standing operating procedures.

Duties & Responsibilities

  • Keep abreast with Card Organizations Issuing & Acquiring Disputes Operating Rules and Regulations to minimize losses
  • Manage the analyses of all chargeback cases, to identify any new and emerging fraud trends and report them to the Fraud Team as applicable
  • Guide and manage the Chargeback team and ensure that disputes are handled in line with the Card Schemes’ Operating Rules and Regulations
  • Assist in Card Scheme Disputes requirements gathering during projects and own the related actions as applicable
  • Cooperate with Group Dispute Team on mastering the Chargeback Rules and Regulations and coach the Chargeback teams to carry out their day to day duties to keep Chargeback success rates to the highest possible
  • Supervise the Arbitration Compliance cycles and ensure that the required actions are carried out in line with the Card Schemes Operating Regulations
  • Provide the Operations Teams the required Card Scheme training to perform their day to day duties
  • Provide training to Clients as required
  • Manage Clients’ expectations in terms of SLAs related to Disputes Management performance
  • Assign work and monitor daily teams’ work
  • Perform Operational Risk Monitoring on the teams handling disputes in cooperation with Risk & Compliance function
  • Be the catalyst for the creation and up keeping of internal Chargeback Management Desk Instruction Manuals
  • Provide the required support in the Scheme Bulletins reviews
  • Oversee and supervise the Chargeback Modules testing and ensure that all the test cases are current in line with the Card Schemes Rules and Procedures
  • Assist all Clients and Production Teams in Disputes related queries
  • Perform any other duties which may be assigned from time to time


  • Bachelor’s Degree or equivalent in a related filed
  • Minimum of 4 years working experience in the Payment Services industry with exposure to Chargebacks and Fraud operations
  • Familiarity and understanding of the Card Scheme Rules and Regulations and their application
  • Ideally have solid appreciation in IT particularly in relation to BankWORKS system and components
  • Competence in using Microsoft Office and Business Software at a proficient level is mandatory
  • Excellent in all forms of communication – written, spoken, one-to-one, private and public meetings
  • Strong team-player with a flexible approach
  • Strong leadership skills
  • Customer-centric
  • Business analytics
  • Awareness and understanding of PA DSS, PCI DSS and ISAE 3402 (desirable)


Apply now