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.

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