Our client, United Nations Federal Credit Union (UNFCU) is looking for a Global Cards Solutions Specialist III – Operations to join the Nairobi office. This role will sit at the Contact Center and requires a solutions-oriented individual with a strong background in financial institutions, front-line banking experience, and a progressive career path in fraud and dispute resolution.

Key Responsibilities

• Serve as a subject matter expert (SME) in fraud and dispute management for credit and debit cards.
• Assist members with fraud claims, chargebacks, and disputes via telephone, email, and other contact center channels.
• Act as an escalation point for VIP clients, corporate agency accounts, and remote members requiring specialized assistance.
• Monitor compliance with VISA chargeback rules, Regulation E & Z, and global banking standards.
• Ensure accurate tracking and resolution of card-related issues, working with vendors, processors, and internal teams.
• Analyze transaction patterns to identify fraud trends and recommend mitigation strategies.
• Drive operational efficiency by maintaining department procedures, training materials, and operational alerts.
• Lead problem resolution efforts, ensuring smooth coordination between the Contact Center, Retail Branches, and Representative Offices.

Minimum Qualifications & Experience:

• Bachelor’s degree in business, Finance, Banking, or a related field.
• 3-5 years’ experience in a financial institution, with at least 2 years in a front-line role (Branch Banking, or Card Operations).
• Demonstrated career progression within banking or financial services, ideally in fraud and dispute resolution.
• Hands-on experience with credit and debit card fraud claim processing, chargebacks, and regulatory compliance.