Asst. Manager/ Manager - CC Investigation & Dispute Resolution

Aeon Credit Service; Kuala Lumpur; On-site; MYR 70,000 - 90,000; Full time

Job summary

A leading financial service provider seeks an Assistant Manager/Manager for CC Investigation & Dispute Resolution. The role involves resolving customer disputes, managing fraud investigations, and ensuring compliance with regulatory guidelines. Candidates should have a Bachelor's degree and extensive experience in financial institutions, particularly in dispute management and fraud prevention. Applicants should possess strong leadership and analytical skills.

Qualifications

• Minimum 8 years of experience in financial institutions, with at least 5 years in card issuing fraud and dispute management.
• Proficiency in credit card operations, fraud prevention, chargeback, and recovery processes.

Responsibilities

• Responsible for resolving customer disputes and handling Ombudsman Financial Service cases.
• Ensure proper documentation supports disputed transactions.
• Report fraudulent transactions timely to relevant authorities.

Skills

Fraud prevention

Chargeback processes

Dispute resolution

Analytical skills

Problem-solving

Team management

Education

Bachelor’s Degree or Advanced Diploma in Finance, Business, or related field

Job description

Asst. Manager/ Manager - CC Investigation & Dispute Resolution

Responsible for resolving customer disputes, handling Ombudsman Financial Service (OFS) cases due to customer appeals, and ensuring timely reporting to BNM & card brands.

Ensure proper documentation supports disputed transactions.

Perform retrieval requests of CCTV footage and conversation recordings for investigations.

Retrieve key information promptly for desk investigations.

Report fraudulent transactions timely to MasterCard SAFE, Visa Fraud Reporting (FRS), and Bank Negara Malaysia (BNM).

Prepare documents for OFS cases for Ombudsmen review.

Maximize recoveries for disputed cases via chargeback, compliance, and customer challenge processes.

Prepare reported fraud cases for write-off.

Resolve disputes and customer complaints within the stipulated TAT.

Verify transactions with cardholders for post-verification on uncountable cases.

Contact cardholders to initiate card blocking and replacement for compromised accounts.

Conduct periodic reviews of process flows and update operation manuals as necessary.

Implement process reengineering/automation to reduce redundancy and improve productivity and efficiency.

Maintain proper records and audit trails for all related work, documents, manuals, and intellectual assets.

Ensure operational processes comply with card brand and regulatory guidelines.

Perform any other duties assigned by management.

Job Requirements:

• Bachelor’s Degree or Advanced Diploma in Finance, Business, or related field.
• Minimum 8 years of experience in financial institutions, with at least 5 years in card issuing fraud and dispute management.
• Proficiency in credit card operations, fraud prevention, chargeback, and recovery processes.
• Knowledge of regulatory guidelines from BNM, Mastercard, and Visa.
• Experience in OFS case preparation and handling.
• Proven leadership in investigations and dispute resolution.
• Strong interpersonal, team management, analytical, investigative, and problem-solving skills.