End-to-end Dispute Management

Investigate and resolve customer disputes (e.g. service not rendered, item not received, billing discrepancies)
Ensure all cases are handled within defined SLAs and in accordance with internal policies and regulatory expectations
Maintain clear and structured case documentation to support audit, compliance, and external mediation (e.g. tribunal)

Decisioning & Case Assessment

Perform structured assessment of each case based on evidence, transaction data, and eligibility criteria
Apply consistent decision frameworks to determine outcomes (approve, reject, goodwill)
Balance customer fairness with risk and financial exposure

Stakeholder Coordination

Collaborate with internal teams (Anti-Fraud, Risk, Product, Payments, Legal, Compliance) for case validation and resolution
Liaise with external parties where required (banks, payment partners, merchants, regulators)
Ensure timely follow-ups on dependencies impacting case resolution

Policy & SOP Management

Execute disputes handling in line with established SOPs and regulatory guidelines
Identify gaps in current policies and recommend improvements to enhance clarity, fairness, and operational efficiency
Support development and refinement of dispute eligibility criteria and workflows

Trend Analysis & Continuous Improvement

Identify recurring dispute patterns, root causes, and emerging risks (e.g. new user or merchant behavior)
Provide actionable insights to Anti-Fraud, Product, and Risk teams to prevent future occurrences
Drive initiatives to reduce dispute volumes, improve resolution time, and enhance customer experience

Customer Communication & Experience

Deliver clear, empathetic, and professional communication, especially for sensitive or rejected cases
Ensure responses are aligned with regulatory expectations and do not expose sensitive internal controls
Manage escalations and support external mediation cases when required

Strong problem-solving and decision-making skills
Ability to handle sensitive situations with professionalism
Attention to detail and structured thinking
Experience in disputes, chargebacks, fraud investigation, or financial operations
Familiarity with payment systems (e.g. cards, FPX, e-wallet, QR payments)
Exposure to regulatory or compliance environments is an advantage
Familiarity with customer service software and tools, such as Zendesk or Salesforce, is preferred.
Availability to work flexible hours, including evenings and weekends, as required.

Customer Service Agent (Disputes & Resolution)