Asst. Manager/Manager - CC Investigation & Dispute Resolution

Main Purpose Of The Job

Responsible in resolving customer's dispute, handling Ombudsman Financial Service (OFS) cases due to appeal by customer and ensure timely reporting to BNM & cards brands.

Job Description

1. Ensure proper documentations are in order to support the disputed transactions.
2. Perform retrieval request of the CCTV (if any) & conversation for investigations.
3. Timely retrieval of key information for desk investigation.
4. Timely reporting of the fraudulent transactions to MasterCard SAFE, Visa Fraud Reporting (FRS), and Bank Negara Malaysia (BNM).
5. Preparation of documents for Ombudsmen for Financial Service (OFS) cases.
6. To maximize recoveries for all disputed cases via chargeback, compliance and customer challenge process.
7. To prepare all the reported fraud cases for write-off.
8. To resolve disputes and customer’s complaint within the stipulated TAT.
9. To verify transactions with cardholder for post-verification on uncountable cases.
10. To contact cardholder and initiate card blocking and replacement for Card Compromised Accounts.
11. To conduct periodic review on process flow and update the operation manual (where necessary).
12. Process reengineering/automation to reduce redundancy whilst improving productivity and efficiency.
13. To maintain proper records and audit trails for all work related matters, sources documents, manuals and intellectual assets of the Company, in not to place the Company in any compromising situation.
14. To ensure operational processes are in compliant with the card brands & regulatory guidelines.
15. To carry out any other duties as assigned and directed by the Management.

Minimum Requirements

1. Bachelor's Degree in Finance, Business Administration, Banking, Accounting, or a related field.
2. At least 5 years of experience in fraud investigation, dispute resolution, chargeback handling, or risk management within the financial industry.
3. Knowledge of MasterCard, Visa Fraud Reporting (FRS), and Bank Negara Malaysia (BNM) regulatory requirements.
4. Experience in chargeback, compliance, and dispute resolution processes.
5. Good communication skills to interact with cardholders, internal teams, and regulatory bodies.
6. Detail-oriented with excellent organizational and documentation skills.