Main Purpose of Job
Responsible in resolving customer's dispute, handling Ombudsman Financial Service (OFS) cases due to appeal by customers and ensure timely reporting to BNM & card brands.
Principle responsibilities & duties
- Ensure proper documentations are in order to support the disputed transactions.
- Perform retrieval request of the CCTV (if any) & conversation for investigations.
- Timely retrieval of key information for desk investigation.
- Timely reporting of the fraudulent transactions to MasterCard SAFE, Visa Fraud Reporting (FRS), and Bank Negara Malaysia (BNM).
- Preparation of documents for Ombudsmen for Financial Service (OFS) cases.
- To maximize recoveries for all disputed cases via chargeback, compliance and customer challenge process.
- To prepare all the reported fraud cases for write-off.
- To resolve disputes and customer's complaint within the stipulated TAT.
- To verify transactions with cardholder for post-verification on uncountable cases.
- To contact cardholder and initiate card blocking and replacement for Card Compromised Accounts.
- To conduct periodic review on process flow and update the operation manual (where necessary).
- Process reengineering/automation to reduce redundancy whilst improving productivity and efficiency.
- To maintain proper records and audit trails for all work related matters, sources documents, manuals and intellectual assets of the Company, in not to place the Company in any compromising situation.
- To ensure operational processes are in compliant with the card brands & regulatory guidelines.
- To carry out any other duties as assigned and directed by the Management.
Job Requirement:
- Bachelor's Degree or Advanced Diploma in Finance, Business, or a related field.
- Minimum 8 years of experience in financial institutions, with at least 5 years specializing in card issuing fraud and dispute management.
- Proficient in credit card operations, fraud prevention strategies, chargeback, and recovery processes.
- Knowledgeable in regulatory guidelines from BNM, Mastercard, and Visa.
- Familiar with OFS case preparation and handling.
- Proven track record in leading investigations and managing dispute resolutions.
- Demonstrated leadership ability with excellent interpersonal and team management skills.
- Strong analytical, investigative, and problem-solving skills.
