Disputes Officer

RS2; Philippines; On-site; PHP 446,000 - 781,000; Full time

Job summary

RS2 is looking for a Disputes Officer in the Philippines to manage end-to-end dispute events for clients outsourcing disputes to RS2 Smart Processing Limited. You will handle chargebacks, representments, and ensure compliance with card networks.

The role requires at least four years in the payments industry with strong knowledge of Card Organizations Rules, IT systems such as BankWORKS, and excellent communication and analytical skills to support customers and drive quality service.

Qualifications

• Bachelor's degree or equivalent qualification in a related field.

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 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

Skills

Communication skills

Leadership

Team player

Customer focus

Business analytics

Education

Bachelor's degree or equivalent

Tools

BankWORKS platform

Microsoft Office

Job description

About the Company

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.