Disputes Officer

RS2; Manila; On-site; PHP 550,000 - 850,000; Full time

Job summary

RS2 invites applications for a Disputes Officer role based in Manila, handling end-to-end dispute events for clients outsourcing to RS2 Smart Processing Limited.

The role requires a bachelor’s degree and at least four years in the payment services field, with strong knowledge of card network rules, IT systems, and data-driven decision support. You will lead and collaborate with teams to resolve disputes efficiently.

Qualifications

• Bachelor’s degree or equivalent in a related field.
• Minimum of four years’ experience in the Payment Services industry, with disputes management.
• Strong familiarity with Card Organizations’ Rules and Regulations and practical application.
• Ideally understands IT systems, especially BankWORKS platform and components.
• Proficient in MS Office and business software; strong digital literacy.
• Excellent written and verbal communication across formats.
• Team player with leadership capabilities and customer-centric focus.
• Skilled in business analytics to support decisions.

Responsibilities

• Review and action dispute events per schemes’ rules.
• Initiate chargebacks and representments through card networks.
• Manage full dispute lifecycle from initiation to arbitration.
• Raise and manage tickets for day-to-day issues.
• Investigate and reply to clients’ tickets for operational issues.
• Communicate status to customers and provide provisional credits and final letters.
• Maintain up-to-date knowledge of Visa, Mastercard and other schemes.

Skills

Disputes management

Card schemes rules

IT systems knowledge

MS Office

Communication skills

Team leadership

Customer focus

Data analytics

Education

Bachelor's degree

Tools

BankWORKS platform

Job description

RS2 offers secure payment services, payments software and managed services to over 130 clients in more than 35 countries. It is a group of companies with offices in Malta, Germany, Philippines, Jordan and USA. Constant growth and expansion of the company offers exciting opportunities for growth and career progression to its most successful employees.

The company upholds the highest industry standards and RS2’s in house designed payments solution is a software of choice by many of the world’s leading and most innovative banks and financial institutions.

About the Role

The Disputes Officer will be responsible for the end to end management of dispute events on behalf of clients that outsource the disputes management of their Issuing & Acquiring to RS2 Smart Processing Limited, as per the duties and responsibilities of this role.

Responsibilities

• Review, and action dispute events as per the relevant schemes’ rules
• Initiate chargebacks and representments through card network portals (e.g., Visa Resolve Online, MasterCom) in adherence to strict network rules and timeframes.
• Manage the full dispute lifecycle, from chargeback initiation through to the Arbitration stage, ensuring timely updates to statuses and completion of all relevant actions on the system.
• Raise and manage any tickets to address and resolve day-to-day operational issues as required.
• Investigate and reply to clients’ tickets for day-to-day operational issues as required.
• Communicate effectively with customers regarding the status of their claims, providing provisional credits and final resolution letters.
• Maintain up-to-date knowledge of Visa, Mastercard, and any other scheme, as per clients’ requirements and RS2 Smart Processing agreements, chargeback/disputes rules.
• Perform any other duties which may be assigned from time to time

Requirements

• Bachelor’s degree or equivalent qualification in a related field.
• Minimum of four years’ experience in the Payment Services industry, with specific exposure to the management of Disputes.
• Strong familiarity and understanding of Card Organizations’ Rules and Regulations and their practical application.
• Ideally, possesses a solid understanding of IT systems, particularly in relation to the BankWORKS platform and its components
• Proficient in Microsoft Office and business software applications; strong digital literacy is essential.
• Excellent communication skills across all formats—written, verbal, one-on-one, and in both private and public meetings.
• A strong team player with a flexible and collaborative approach.
• Demonstrates strong leadership capabilities with the ability to guide and motivate teams effectively.
• Highly customer-centric, with a strong focus on delivering quality service and support.
• Skilled in business analytics, with the ability to interpret data and support decision-making processes.