Job Description

Main purpose of the job:

Responsible in resolving customer's dispute, handling Ombudsman Financial Service (OFS) cases due to appeal by customer and ensure timely reporting to BNM & cards brands. 

Job Description:

• 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 Requirements

•  Bachelor's Degree in Finance, Business Administration, Banking, Accounting, or a related field.
• At least 5 years of experience in fraud investigation, dispute resolution, chargeback handling, or risk management within the financial industry.
• Knowledge of MasterCard, Visa Fraud Reporting (FRS), and Bank Negara Malaysia (BNM) regulatory requirements. 
• Experience in chargeback, compliance, and dispute resolution processes.
• Good communication skills to interact with cardholders, internal teams, and regulatory bodies.
• Detail-oriented with excellent organizational and documentation skills.

Skills