Chargeback Officer

About the Role

RAKBANK is a modern banking environment focused on innovation, development, and strong governance. This position plays a key part in delivering accurate and secure chargeback operations across both issuing and acquiring activities.

The role covers the full dispute lifecycle, including handling disputes, managing copy requests, producing regulatory reports such as FLD and TC-40, recovering fees, and settling funds. The work must be completed efficiently, safely, and in line with bank procedures, regulatory expectations, and agreed service levels.

Key Responsibilities

• Oversee the complete chargeback workflow, including copy requests, dispute cases, fraud-related reporting, pre-arbitration, and compliance activities under Visa and Mastercard rules.
• Track incoming chargebacks and ensure merchant debits are processed on time with the necessary approvals.
• Review chargeback volumes every month to spot excessive activity and escalate scheme-related risks.
• Apply temporary credits correctly in the card system, following internal controls and policies.
• Keep customers informed clearly and promptly throughout the dispute process.
• Send all chargeback and compliance files to card schemes and member banks within required deadlines.
• Lead and support chargeback processing staff so that procedures, policies, and service standards are consistently met.
• Provide dependable service to internal teams and external stakeholders while meeting SLA targets and customer expectations.
• Check customer instructions and confirm accuracy before any transaction or system change is completed.
• Prepare and review reports related to chargebacks, copy requests, and fraud using Visa and Mastercard systems.
• Detect suspicious activity and report fraudulent transactions in line with SAFE, TC40, and other scheme reporting obligations.
• Reconcile chargeback suspense accounts, follow up on unresolved items, reduce losses, and keep documentation and controls strong.

Requirements

• A university degree or an equivalent qualification is required.
• Minimum 2 years of experience in chargeback handling within card operations.
• Strong knowledge of Visa International and Mastercard International operating rules, including UAE switch regulations for acquiring and issuing chargebacks.
• Ability to complete chargebacks and copy requests within Visa and Mastercard timeframes.
• Capability to identify potential fraud and take the right steps to protect the bank’s interests.
• Sound judgement in applying Visa and Mastercard regulations in a way that safeguards both the customer and the bank.
• Comfortable balancing operational speed with high-quality service delivery.
• Ability to manage exceptional cases and high transaction volumes while maintaining service standards.
• Willingness and ability to adapt to changing technology in the credit card industry.

Perks and Benefits

• Performance-linked competitive pay.
• Medical coverage for employees and their families.
• Comprehensive life insurance protection.
• An inclusive workplace with a diverse culture.
• Opportunities for career growth and faster advancement.
• Guidance and mentorship from experienced industry professionals.

Additional Information

This opportunity is based in the United Arab Emirates and is a full-time onsite role. The position focuses on operational accuracy, regulatory compliance, customer communication, fraud awareness, and control over chargeback processing across card schemes.