Team Lead, Card Operations Chargeback
Overview:
The Dispute and Chargeback Manager / Assistant Manager is responsible for overseeing the overall chargeback and dispute processes, ensuring timely and accurate resolution of cases, and minimizing financial losses due to chargebacks and disputes.
Key Responsibilities:
- Process, analyze & conduct investigation on transaction disputes and ensure all transactions are actioned within the stipulated timeframe as specified in Card Scheme’s regulations.
- Possess a clear understanding of the Dispute and Chargeback flows as per Card Schemes requirements such as chargeback and presentment reason codes, timelines and submissions.
- Monitor the GL accounts which are related to Dispute and Chargeback to ensure outstanding items resolved within the stipulated lifespan.
- Liaise with the relevant departments on disputes matters and ensure closure within stipulated timelines.
- Assist in preparing monthly Management Information (MI), periodic Card Scheme and BNM reporting related to Dispute and Chargeback.
- Monitor and review decisions made on exception reports for insufficient and blocked accounts and perform necessary action on the transactions adhering to company’s policy and BNM guidelines as required.
- Drafting, periodic review and update of the department SOPs related to Dispute and Chargeback.
- Support and participate in UATs on projects related to Cards.
- Provide support to Senior Manager when audits are conducted in related operational areas.
- Provide support to the Senior Manager on other operational processes, when required
Job Requirements:
- A relevant tertiary level qualification and/or recognised qualification(s) appropriate to the role.
- Minimum 3 years of relevant experience in Dispute Resolution and Chargeback Handling and is proficient in Card Scheme related regulations.
- Proficient in English (written and spoken) and Microsoft Office applications.
- Good interpersonal, communication and organisational skills and is an effective team player.