Transaction Monitoring & Chargeback Analyst – Nairobi

About the role

The role is responsible for safeguarding the payment ecosystem by monitoring transactions, investigating suspicious activity, and managing chargeback and dispute processes for a range of digital payment channels.

Key responsibilities

• Monitor transactions across cards, mobile banking, internet banking, ATMs, POS and other digital channels.
• Review alerts generated by transaction monitoring and fraud detection systems and identify unusual patterns.
• Investigate flagged transactions, determine appropriate actions, and escalate high‑risk cases to fraud, risk or compliance teams.
• Receive, review and process customer disputes and chargeback requests, validating them against transaction records.
• Initiate chargeback and representment processes within required timelines and liaise with merchants, acquirers, card schemes and internal departments.
• Conduct first‑level fraud investigations, analysing transaction history, customer behaviour and device information.
• Reconcile disputed transactions and chargeback records with internal systems and settlement reports.
• Prepare periodic reports on fraud trends, chargeback ratios and operational performance for management.

Required profile

• Experience in transaction monitoring, chargeback management and fraud investigation.
• Ability to analyse transaction data and identify emerging fraud trends.
• Strong attention to detail and ability to maintain accurate investigation records.

Required skills