Processing Officer (Banking/5 Days/Central/ ChargeBack)

Resolving charge disputes by correctly processing the end to end related activities according to different Card Associations (Visa, Mastercard, Amex, UnionPay and JCB) chargeback rules and timeframe.

These include:

1. Performing necessary pre-checks before processing a chargeback request.
2. Reviewing whether transaction (transaction type, chargeback reason, timeframe and documents received) met the chargeback requirements set by Card Associations and translating Mandarin to English.
3. Following up with customer/merchant for any clarification or missing documents.
4. Performing the correct action required (Fraud reporting / Retrieval / Chargeback / Representments / Pre-arbitration / Arbitration / Pre-Compliance / Compliance) via internal bank system or Card Association platforms.
5. Updating the chargeback details / action date / status in internal bank system and Excel Case Registers.
6. Uploading / Downloading of chargeback documentation via the Card Association platform.
7. Processing financial adjustments if required (temp credit / temp credit reversal / deduction of chargeback amount) and updating customer/merchant via letter/email.
8. Creating / Reconciling the financial general ledger entries generated during the process.
9. Performing weekly monitoring and updates on outstanding cases reflected in internal bank system queues / Aging Reports / General Ledger listings / Card Association Platforms and actioning on the cases before they are due.
10. Following up on outstanding activities such as closure of chargeback cases, rejection reports.
11. Updating volume of the worked/incomplete/outstanding activities daily.
12. Pre-processing / Post-processing (reconciliation of cases received, mailing / filing of documents, retrieval of reports, checking and updating of case status).
13. Ad hoc activities such as archival, liaising with Card Associations on chargeback rules, logging service ticket for system issues and answering general ledger enquiries.
14. Replying to general chargeback queries customer/merchant might have regarding the transaction posted on the card.
15. Liaising with internal departments regarding customer/merchant enquiries, special handling, clarification and exception cases.
16. Managing/participating in ad-hoc projects, UAT, BCP, DRP, Live Verification assigned by Team Manager.
17. Escalating any discrepancy/deviation to the Team Manager.
18. Assisting Team Manager with various systems’ testing and preparing go-live documentation (e.g. Standard Operating Procedure).
19. Continuous review and improvement of processes to improve customer experience and TAT.
20. Cross-training via various functions at different locations to optimize team resources.

Requirement:

1. Min. 2 years of experience in financial institutions, with Credit operations or knowledge would be an added advantage.
2. Proficient in Microsoft Office 365 i.e. Excel.
3. Ability to multitask and handle different activities with different timelines.
4. Good team player.
5. Positive thinking and able to work with diversity.
6. Able to work independently.