Posted: 2026-08-28 23:31:17  Deadline: September 04, 2026   Full-time   Salary: Confidential

I&M Bank is inviting applications from qualified candidates for the position of Associate, Cards Dispute Management. The successful candidate will handle card issuing and acquiring business disputes in accordance with VISA and MasterCard rules and regulations and existing bank operational procedures.

Position Details

Position: Associate, Cards Dispute Management_313.
Location: Nairobi, Kenya.
Work Experience: 2 to 3 years.
Posted On: August 28, 2026.
Last Date to Apply: September 04, 2026.

Job Purpose

The role holder is responsible for handling Card Issuing and acquiring business disputes as per VISA and MasterCard Rules and Regulations and existing Bank Operational procedures.

Key Responsibilities

Investigate and initiate financial disputes raised by internal and external bank clients as mandated by scheme rules and procedures.
Follow up on the disputes process as per Mastercard and VISA manuals to manage correct resolution with no financial loss experienced.
Collect evidence, determine the validity of disputes, and based on findings make decisions and engage key stakeholders, merchants, and bank clients.
Engage internal stakeholders including branches, Call Center, and Complaints Handling Unit to ensure dispute management is understood and correct procedures are appropriately followed when raising complaints.
Track card disputes raised and received from other banks.
Review outstanding Card Reconciliation Exceptions to ensure no outstanding reconciliation items beyond SLA.
Analyze card related disputes to identify thematic issues that could portray fraudulent attack for reporting and escalation.
Work closely with the card fraud monitoring team on fraudulent attack issues.
Ensure timely submission of monthly reports to bank stakeholders and regulators, and quarterly reports to the Card Schemes.
Process incoming and outgoing files from Card schemes portals into and from the bank Card management system within the set SLAs.
Generate GL and Loyalty files for processing into the core banking systems.
Ensure all card scheme settlement obligations are posted in core banking and remittances are sent to Visa and Mastercard settlement banks.
Stay upskilled on scheme mandated rules to enhance the ability to manage both external and internal stakeholders.

Academic Qualifications

Bachelor's Degree in Business, Banking, or related field.

Work Experience

At least one year of relevant experience.

Competencies

Planning and organisational skills.
Analytical skills and attention to detail.
Strong oral and written communication skills.
Interpersonal skills to manage stakeholders at all levels.
Ethics and integrity.
Excellent judgment and analytical abilities and impeccable integrity.
Strong commercial awareness and an ability to connect to business goals.
Experience in Business Continuity Planning and Disaster Recovery.
Risk management skills.

Application Process

Interested and qualified candidates should submit their application through the link below on or before September 04, 2026.

Application Link: Associate, Cards Dispute Management at I&M Bank (Instructions and Application)