Fraud & Dispute Specialist (Card Operations)

Who Are We

dtcpay is a MAS licensed payment service provider that bridges traditional finance and digital assets. We enable businesses to accept and make payments in both fiat and digital currencies, delivering secure, efficient, and seamless payment experiences across borders. As we expand globally, we are shaping the future of digital payments.

We are also recognised as one of Singapore's Top 10 Startups in the LinkedIn Top Startups 2025 list, a reflection of our momentum and the exciting journey ahead for our team.

dtcpay is seeking a detail-oriented and risk-aware Fraud & Dispute Specialist to support our growing card issuing program in partnership with Visa. We are scaling transaction volume significantly and need a specialist who can own the fraud risk function — not just execute on existing processes, but actively improve them.

This role will be responsible for monitoring card transactions for suspicious activity, investigating fraud cases, and managing the end-to-end dispute and chargeback lifecycle to ensure compliance with Visa rules and regulatory requirements.

You will play a critical role in protecting our customers, minimizing fraud losses, and maintaining strong operational standards as we expand into new markets. You will work alongside a Card Operations Team with a clear mandate to build and refine the fraud monitoring framework as volume grows.

Shift & Availability

This role includes shared responsibility for responding to high-risk transaction alerts outside standard business hours. As the card program scales, the coverage model may evolve into a structured shift schedule based on operational needs.

Work Arrangement: Fully On-site

Location: Menara Bangkok Bank, Kuala Lumpur

What You'll Do:

Fraud Monitoring & Investigation

• Monitor real-time card transactions and fraud alerts across daily transactions, triaging alerts by risk severity.
• Investigate suspicious activities and determine appropriate actions (block, escalate, recover).
• Conduct customer outreach for transaction verification with clear documentation for ongoing case management.
• Document fraud cases clearly and accurately in internal systems.
• Analyse transaction data to surface emerging fraud patterns; propose and test rule adjustments in the fraud decisioning engine (velocity rules, BIN controls, merchant category filters).
• Support fraud reporting and loss tracking and contribute to monthly fraud performance reviews.
• Evaluate and recommend improvements to fraud tooling and monitoring infrastructure as transaction volume scales.

Dispute & Chargeback Management

• Manage the end-to-end dispute lifecycle in accordance with Visa regulations.
• Review and validate customer dispute claims.
• Prepare and submit chargeback representation documentation.
• Track deadlines and ensure SLA compliance.
• Liaise with processors, banks, and Visa where required.
• Maintain accurate case records and reporting metrics.

Risk & Compliance

• Maintain working knowledge of Visa Core Rules and Operating Regulations, with focus on dispute, fraud, and issuer compliance obligations. Flag and document scheme rule changes that affect operational procedures.
• Support audit and regulatory reporting requirements.
• Escalate high-risk cases to management.
• Contribute to continuous process improvement initiatives including building out the fraud risk framework with expansion to new markets.
• Identify compliance gaps between current procedures and Visa scheme requirements; recommend process updates accordingly.

What We're Looking For:

• Minimum 3 years experience in:

- Card fraud monitoring

- Chargebacks / disputes

- Card operations in fintech, bank, or issuer processor

• Experience working with Visa programs and tools (VROL, VCR, VAA, VRM) required.
• Experience with ApplePay reporting is a plus.

TechnicalSkills

• Understanding of chargeback reason codes.
• Strong analytical and investigative skills.
• Ability to manage multiple cases while meeting deadlines.
• Proficient in Excel / Google Sheets.
• Experience using CRM or case management systems.
• AI Tools usage is a preferred plus
• Ability to build or tune fraud transaction monitoring rules (velocity limits, BIN-level controls, merchant category filters).

Other Skills

• High attention to detail.
• Strong written documentation skills.
• Calm decision-making under pressure.
• Ability to balance customer experience with risk mitigation.
• Self-starter who thrives in a fast-growing environment.