Team Member, Dispute Management

KEY RESPONSIBILITIES

• Handling Dispute management case / complaint via onyx, Credit Card Fraud Administration (CCFA) and Cards Dispute mailbox involved Card Not Present (CNP) and counterfeit fraud by providing internal investigation on dispute cases and managing all communication with cardholder for Credit & Debit card dispute via email or telephone.
• Prepare daily tracking list on cardholder dispute for fraud database.
• To ensure that dispute case received are attended and proceed with the necessary process within the timeframe given via chargeback process in order to mitigate customers or bank losses
• To channel dispute on non-related fraud to the correct parties for further action taken
• Responsible to determine on credit refund given to cardholder within 14 days
• Responsible in review memo received from chargeback on the fulfillment received from the acquirer bank in order to make decision on cardholder liability.
• To ensure that the processes meets 95% of Service Level Agreement
• Initiate- card replacement, prepare dispute hold and credit maintenance forms to ensure the accuracy of the data before submission done.
• Banks representative for dispute cases which cardholder refer to Ombudsman Financial Services (OFS)
• To ensure reporting on fraud cases done on monthly basis toward the Opsrisk/ LDC system
• Monitor sub-ordinate to ensure job given are properly completed.
• To acquirer necessary document or info such as police report, CCTV from customer and also obtain info from merchant or merchant bank for cardholders reviews in order to resolve case promptly
• Prepare Fraud Write-off memo for submission to CoE Lead, Fraud Risk & Compliance.
• Reconciliation of suspense account inclusive of Issuing Fraud Suspense acc (IFS) and Cardholder Dispute suspense (CHDS)
• Verify for the card replacement, fraud adjustment, brand reporting (VISA & Master) and fraud listing to chargeback to ensure the accuracy of the data before submission done

Requirements

• Degree holder with at least 3 years experience in handling cards dispute.
• Strong leadership qualities, able to
• supervise and motivate subordinates.
• High degree of integrity, honest and good
• team player.
• Strong analytical and interpersonal skills.
• Good command of written and spoken