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Dispute Coordinator at Zambia National Commercial Bank Plc

  • Full Time
  • Lusaka,Zambia
  • 000 USD / Year
  • Salary: 000

Zambia National Commercial Bank Plc

Reference Number


To manage all card transaction related queries and disputes and ensure efficient Card Service delivery as well as achievement of targeted card income for the bank.


  • Support the customer interfacing units in managing and resolution of alternate channel customer complaints/disputes.
  • Card transaction Dispute Resolution and chargeback process
  • To investigate all card disputes and ensure status updates of investigations are given to relevant stake holders.
  • Work with relevant stakeholders to endure fraud related card transaction disputes are investigated to logical conclusion
  • To investigate all digital account salary processing queries and ensure they are resolved.
  • Processing of all failed transaction reversals
  • Monitoring and review of ATM and POS Issuing and acquiring chargebacks
  • Ensure that all claims regarding card transactions on Zanaco POS are sent in a timely manner and that there are no delays.
  • Investigation and resolution of card related entries in suspense accounts i.e Exception GLs, Deferred GLs \, Representment and Chargeback GLs
  • Customer query resolution
  • Assess operational opportunities to increase service quality or efficiency
  • Monthly reporting on deliverables
  • Interface with other relevant units to coordinate troubleshooting and issue resolution
  • Perform any other responsibilities as maybe assigned by management



  • Grade 12 School certificate
  • Degree in any business related course


Minimum Experience:

2 years experience in payments/card operations


  • Leadership Skills
  • Attention to detail
  • Analytical thinking
  • Interpersonal Skills
  • Delighting Customers/Customer service orientation
  • Accountability
  • Drive for results
  • Problem solving
  • Teamwork
  • System Technical Expertise

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