Review claims through the standard queue or the commercial channel when a merchant is suspended due
Evaluate the evidence provided by both the customer and merchant.
Adjudicate the claim based on the available evidence and applicable policies.
Escalate to T&S or Team Leader per defined escalation criteria.
Maintain <48-hour SLA on manual review queue.
Proactively communicate with merchants to urge timely action on their claims.

🎯 Requirements

2-3 years operational experience in customer care, claims handling, dispute management, chargeback
Fintech, BNPL, payments, or e-commerce background preferred
Fluent Arabic and English (customer and merchant communication)
Detail-orientated: strong case notes, accurate decisioning, clean audit trail
Comfortable with high volume: able to work through case queues at pace without quality degradation
Judgement: comfortable making adjudication calls with incomplete evidence

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