Senior Executive, Chargeback

JOB PURPOSE

Supporting Team Lead in the administrative functions of the Chargeback, Card Operations:

• Handling issuing and Acquiring Chargeback.
• To comply with BNM and card brands’ chargeback and compliances.

Monitoring Incoming and Outgoing chargeback and attend according to stipulated turnaround time to avoid loses.

CONTRIBUTES TO

• The profitability and smooth operations of the Credit/Debit card dispute
• Customer (internal and external) satisfaction by providing an acceptable response and resolution time to incidents and service requests.
• Compliance to regulatory bodies

KEY RESPONSIBILITIES  

          Monitoring

• To ensure incoming dispute is handled promptly and credit is given within stipulated turnaround time.
• To review all disputes to determine the granting of chargeback or write-off.
• Perform timely action in dispute tagging to avoid interest impose on customer account.
• Ensure all reminders sent to merchant pertaining to dispute are submitted according to SOP, BNM & card brands guideline. 

Chargeback Investigation

• Conduct investigation on cardholder dispute cases and suspicious merchants.
• To develop a good relationship with member banks in relation to investigation chargeback cases.

Administrative

• Provide comprehensive database to established and generate MIS reports in assisting the Management to combat chargeback, to balance between risk and service, to reduce costs, to improve productivity and efficiency, processing time and service quality.
• Attend to cardholder and merchant  inquiries and correspondences.

Compliance

• Ensure adherence to the rules, regulations, guidelines, compliances and mandates from card brands and BNM.

EXPERIENCE/KNOWLEDGE REQUIRED

Skills                

• Customer Service
• Interaction and Communication

• Time Management
• Analytical Thinking
• Computer Literate including Microsoft Word, Excel, PowerPoint, etc

Knowledge

• At least a Diploma or Degree in any discipline.
• Functional understanding and knowledge in payment card industry and dispute management handling.
• BNM, Visa and MasterCard regulations and guidelines.

Experience

• At least 3 year(s) of working experience in the related field.