Team Lead, Card Operations Chargeback

Overview:

The Lead, Card Operations Chargeback 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 recognized 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 organizational skills and is an effective team player.