Claims & Chargeback Supervisor

Job purpose

Oversee and follow up the daily checklist claims, complaints, and chargebacks.

• Supervise the team members and work distribution.
• Responsible for the direct relation with the bank, schemes, and internal stakeholders.
• Communicate with merchants and central bank on reporting.
• Ensure all related checklist items are followed and adhere to daily processes.
• Keep merchant claims issues as the highest priority for daily KPIs.
• Conduct daily, weekly, and monthly analyses on claims, complaints, and chargeback activities.
• Execute troubleshooting and problem‑solving for daily payout and complex merchant issues.
• Communicate with all relevant stakeholders for all related issues.
• Outbound calls to merchants for related issues.
• Manage Chargeback team members and ensure the effective quality of their work.
• Provide training and coaching to employees in new systems or when needed.
• Answer SAMA requests related to customer complaints.

• 5-7+ years of experience in a financial or analytical role.
• Bachelor’s degree in business, accounting or English.
• Understanding of the Financial Services/Fin Tech sector.
• Knowledge of SAMA regulation is a must.
• Knowledge of chargeback is a must.
• Knowledge of card management system is a must.
• Excellent computer skills and English proficiency.