Manager, Chargeback & Dispute Management

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Manager, Chargeback & Dispute Management

Apply locations HLT-Hong Leong Tower time type Full time posted on Posted 30+ Days Ago job requisition id JR0000016884

If you are looking to excel and make a difference, take a closer look at us…

We are looking for highly motivated and dynamic professionals for the role of Manager, Chargeback & Dispute Management. The successful candidates will report to the Section Head of Merchant & Card Operations.

Key Responsibilities:

1. Process, analyze & conduct investigation on transaction disputes and ensure all transactions are performed within the stipulated time frame as specified in Visa and MasterCard’s regulations to minimize monetary losses.
2. Act as a checker & approver on daily transmission, fulfillment & representment documentations, rejected chargeback transactions, Issuing disputes transactions, liable/verification letter, GL entries from Customer Service/ Fraud department for recovery purpose.
3. Perform daily reconciliation via monitoring of GL Account for NDSA (Normal Dispute Suspense Asset), monthly MIS & BNM reporting disputed transactions and tabulation of month-end ageing buckets & statistics on Balance Sheet Review before submission due.
4. Support and attend to cross function initiatives within the Card & Merchant Operation team such as UAT projects, prepare chronological event timelines for financial related dispute cases meant for pre-arbitration, arbitration, pre-compliance and resolution cases filed by Cardholders to Ombudsman for Financial Services (OFS) and Consumer Tribunal Court.
5. Monitor and review decisions made on exception reports for late settlement/ insufficient/ blocked accounts and perform necessary action on the transactions adhering with bank policy and BNM guidelines as necessary.

Job Requirements:

1. Malaysian citizen.
2. Diploma/ Bachelor’s Degree/ Professional Degree holder and above in Banking or any related discipline qualification.
3. 3 years above of relevant experience in Dispute Resolution, Chargeback Handling, Dispute Management System (DMS), Visa & MasterCard Dispute Cases are preferable.
4. Proficient in English (written & spoken) and Microsoft Office applications.
5. Detail-oriented with proven analytical skills.