Customer Service Lead - Dispute and Chargebacks (Cards)

About Us

MetaComp Pte Ltd is a leading Singapore-based digital payment solution provider, licensed and regulated by the Monetary Authority of Singapore (MAS) as a Major Payment Institution, to provide Digital Payment Token Services and Cross-border Payment Transfers. Operating under a P2B2C (platform-to-business, partners-to-clients) model, MetaComp provides its clients with an integrated end-to-end suite of services, empowering them to confidently enter the digital asset market with much-needed safety, security, and compliance assurance. Together with its parent company, Metaverse Green Exchange Pte. Ltd. (a MAS-licensed CMS holder permitted to carry out, inter alia, brokerage and custody services), MetaComp introduces its suite of services through CAMP (Client Assets Management Platform) which allow businesses to develop and scale their digital asset offerings through various products and/or services such as over-the-counter transactions, fiat payments, digital asset custody and prime brokerage.

Role overview

We are seeking a seasoned subject matter expert (SME) to design, stand up, and operationalise a 24/7 disputes and chargeback function for our card programme. You will serve as the primary authority on all dispute lifecycle management — from initial dispute intake through to final resolution — ensuring compliance with scheme rules (Visa / Mastercard), regulatory obligations, and internal SLAs. This is a greenfield build role requiring both strategic thinking and hands-on execution.

Key responsibilities

Process design & build

• Design and implement an end-to-end 24/7 disputes and chargeback operating model, including intake, investigation, resolution, and escalation workflows.
• Define SOPs, decision trees, and playbooks covering all dispute reason codes (Visa / Mastercard) and applicable regulatory frameworks.
• Establish SLA frameworks and KPI dashboards to monitor win rates, resolution times, financial recoveries, and operational throughput.
• Define staffing models, shift structures, and coverage plans to support round-the-clock operations.

Dispute & chargeback management

• Oversee all phases of the chargeback lifecycle: pre-arbitration, representment, arbitration, and compliance cases.
• Act as final escalation point for complex, high-value, or regulatory-sensitive dispute cases.
• Manage relationships and communications with card scheme dispute portals (Visa Resolve Online / Mastercard Connect).
• Drive strategies to reduce friendly fraud, improve chargeback win rates, and recover revenue effectively.

Compliance & scheme adherence

• Ensure full compliance with Visa Core Rules, Mastercard Transaction Processing Rules, and applicable local regulations.
• Monitor scheme bulletins and regulatory updates; translate changes into updated policies and procedures.
• Prepare and maintain documentation for regulatory audits and scheme examinations.

Technology & tooling

• Lead evaluation, selection, and implementation of disputes case management systems and workflow automation tools.
• Collaborate with product and technology teams to integrate dispute platforms with core card processing systems and CRM.
• Define reporting requirements and work with data teams to build operational MI and fraud/dispute trend analytics.

Stakeholder management & training

• Partner with fraud, risk, compliance, legal, and customer experience teams to align dispute handling with broader company policies.
• Design and deliver training programmes for disputes agents and operational staff.
• Provide regular reporting and insight to senior leadership on dispute volumes, financial exposure, and operational performance.

Required experience & skills

Must-have

• 7+ years in card disputes, chargeback operations, or payments fraud
• Deep expertise in Visa and/or Mastercard dispute reason codes and scheme rules
• Proven experience building or scaling a 24/7 disputes function
• Hands-on experience with VROL, Mastercard Connect, or equivalent portals
• Strong working knowledge of PSD2, Reg E/Z, or equivalent regulation
• Experience owning chargeback win-rate strategy and representment processes

Highly desirable

• Experience at an issuer, acquirer, fintech, or card processor
• Familiarity with disputes case management platforms
• Background in fraud operations or transaction monitoring
• Experience with pre-arbitration and arbitration filings
• Prior involvement in regulatory audit or scheme examination preparation
• Lean / Six Sigma or process improvement certification

What success looks like in the first 12 months

0–90 days : Operating model, SOPs, and staffing plan documented and signed off

90–180 days : 24/7 team live, tooling integrated, SLAs met consistently

180–365 days : Win-rate benchmarks achieved, reporting cadence embedded, audit-ready posture

Competencies & attributes

Scheme rule expertise | Process design | Analytical mindset | Cross-functional collaboration | Stakeholder communication | Regulatory awareness | Resilience under pressure | Strong written communication | Self-starter / ownership mindset

We are committed to creating an inclusive workplace where every individual feels respected, valued, and empowered to contribute. We celebrate diversity in all its forms—background, ethnicity, gender, identity, orientation, experience, and thought—and believe it strengthens our culture and our work. We are proud to be an equal opportunity employer and do not discriminate on the basis of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, or any other protected characteristic.