Transaction Monitoring and Chargeback Analyst

About the role

Sidian Bank is hiring a Transaction Monitoring and Chargeback Analyst in Westlands, Nairobi. The role safeguards the payment ecosystem by detecting suspicious activity, investigating disputed transactions and resolving chargebacks while complying with card network rules, subject to the Unit Manager's approval.

Key responsibilities

• Monitor transactions across cards, mobile banking, internet banking, ATM, POS and other digital channels; review alerts and investigate flagged transactions, escalating high-risk ones to Fraud, Risk, Compliance or other teams.
• Process customer disputes and chargeback requests, validate them against records, initiate chargebacks and representment within timelines, liaise with merchants, acquirers, card schemes and customers, and track outstanding cases.
• Conduct first-level fraud investigations, analyse transaction history, customer behaviour and device information, and escalate complex cases.
• Reconcile disputed transactions and chargeback records with internal systems and settlement reports, track financial impact, support fund recovery and prepare reports on chargeback losses, recoveries and outstanding cases.
• Prepare daily, weekly and monthly transaction monitoring reports, chargeback reports and fraud trend analyses, and maintain management dashboards.

Required profile

• Bachelor's degree in Finance, Accounting, Business Administration, Banking, Economics, Information Technology, Risk Management or a related field.
• 2-4 years of professional experience in fraud prevention, chargeback handling or payments operations; e-commerce fraud prevention, risk management or payments operations experience strongly preferred.
• Professional certifications such as CFE or CAMS are highly desirable.

Required skills

• Familiarity with fraud detection tools, chargeback management systems and payment gateways.
• Understanding of PCI DSS and card network compliance frameworks.
• Knowledge of Visa, Mastercard and other card scheme dispute regulations.
• Transaction monitoring and fraud detection systems, chargeback and dispute management systems, data analysis and Microsoft Excel.
• Basic SQL or data analytics is an added advantage.