Chargeback Associate

While we appreciate all applicants, only applications received via Sagicor's career portal https://career4.successfactors.com/career?company=sagicorfinP2 will be considered.

"Looking for a diverse and rewarding career? If you're looking to grow your career within a stable and growing financial services company, then Sagicor may be right for you!"

Sagicor Bank Jamaica Limited is seeking a suitable candidate to join our Card Operations team in the capacity of:

Chargeback Associate (Grade 2)

Conduct timely processing of Acquirer (Merchant) chargeback transactions and non-rejected items along with all Credit, Debit and Prepaid Card (Issuing) chargebacks arising from fraudulent, Cardholder disputes and non-rejected transactions that fulfil the chargeback requirements according to Visa/MasterCard regulations.

Facilitate the fulfilment of incoming retrieval (sales slip copy) requests from other Banks, both local and international from our merchants within the regulated timeframe.

Update requisite spreadsheets and logs daily, prepare/collate documentation and complete write-off sheets, prepare weekly and monthly Fraud/Chargeback reports.

Communicate observations and trends on confirmed/suspected fraudulent transaction activity to stakeholders.

Location: Kingston

As a Chargeback Associate, you will:

• Review incoming chargeback transaction and determine its validity according to Visa/MasterCard rules and regulations.
• Utilise strong investigative and probing skills and determine if dispute claim is warranted.
• Manage difficult calls and temper cardholder’s expectations and communicate clearly amidst client pushbacks.
• Advise cardholders/merchants of any chargeback which requires a response or clarification.
• Prepare arbitration/compliance report in the time frame specified by Visa/MasterCard.
• Respond to customer queries within the established time frame.
• Review incoming/outgoing chargeback report and reconcile against the assigned general ledger account and submit to supervisor for approval.
• Prepare and process General Ledger for chargeback transactions.
• Action all request for copy vouchers by preparing a Visa Retrieval Request Form or an Acquirer Fulfilment Request Form.
• Ensure all related chargeback/copy requests documentation are received and monitor due dates.
• Prepare chargeback documentation for items being returned.
• Prepare a list identifying items which have exhausted the chargeback process and submit items to be written off.
• Investigate suspect activity and unusual changes in merchant trends.
• Advise supervisor of all merchant funds to be held pending investigation.
• Monitor losses over time to determine if selection practices need to be modified.
• Closely review the nature of all compromises to ensure they’re treated accordingly.
• Always maintain customer confidentiality as it relates to customer’s accounts, their transactions and the Bank’s internal operations.
• Perform any other job-related duties assigned.

What do you need?

• Minimum of an Associate's Degree in Business Administration, Finance, Management Studies or equivalent qualification from a recognized tertiary institution.
• A minimum of two (2) years’ experience in the financial sector
• Sound knowledge of computer software packages including spreadsheet and word processing applications.
• Ability to communicate effectively both orally and in writing.
• Strong investigative, analytical and critical thinking skills.
• Working knowledge of Prime and Online.
• Card Acquiring/Issuing knowledge required.
• Ability to plan and manage time efficiently and effectively, amidst high volumes and strict timelines.
• Knowledge of Chargeback Rules & Regulations for Visa & MasterCard.
• Knowledge of Chargeback reason codes of Visa & MasterCard.
• Detail oriented
• Ability to work well under pressure.
• Experience in Risk & Fraud Management. 

If this role is of interest to you, kindly submit an application via Sagicor's career portal no later than September 12, 2025.

While we appreciate all applications, only shortlisted candidates will be contacted.