Job Description:
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
Requirements:
- 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.
