AVP (Sr Exec), Chargbk (ISS) Officer, COPC

UOB; Selangor; On-site; MYR 120,000 - 180,000; Full time

Job summary

2201 United Overseas Bank (Malaysia) Bhd is seeking a Senior Chargeback Officer to lead complex credit card disputes and chargebacks with a focus on regulatory compliance. You will analyze data, conduct investigations, and collaborate with internal and external stakeholders to resolve cases efficiently.

The role requires deep knowledge of card scheme rules (Visa/Mastercard), strong analytical skills, and the ability to mentor teammates while supporting audits and risk controls.

Qualifications

• Minimum 7 years in card operations, chargebacks, or dispute management.
• Solid knowledge of card scheme rules (Visa, Mastercard).
• Strong analytical, problem-solving and detail orientation.
• Good communication and stakeholder management skills.

Responsibilities

• Manage end-to-end processing of complex credit card disputes and chargebacks.
• Investigate transactions, analyze data, and propose resolutions to minimize losses.
• Ensure compliance with card scheme rules, regulatory requirements and internal policies.
• Collaborate with internal teams and external stakeholders to resolve disputes.
• Perform quality checks and maintain audit-ready documentation.
• Lead reconciliation activities and ensure ledger accuracy for chargebacks.
• Handle escalated cases including those referred to ombudsman services.
• Drive process improvements and mentor junior team members.
• Support audits, regulatory reporting, and risk controls.

Skills

Chargebacks

Dispute management

Card scheme rules

Analytical thinking

Communication

Stakeholder management

Leadership

Independent work

Education

Bachelor's Degree in Finance

Bachelor's Degree in Business Administration

Job description

Company: 2201 United Overseas Bank (Malaysia) Bhd

About UOB

United Overseas Bank Limited (UOB) is a leading bank in ASEAN with a global network in Southeast Asia, Asia Pacific, Europe and North America. Operating through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia, Thailand and Vietnam, we have a global network of about 430 branches and offices in 19 markets. At the heart of UOB is our culture, shaped by the UOB Way and anchored on our four values – Honourable, Enterprising, United and Committed. For more than 90 years, these values have guided how we do right by our customers, collaborate with one another and create long-term value for the communities we operate in. As One Bank, we are committed to helping our colleagues build sustainable careers grounded in purpose, supported by strong values, and enriched with meaningful opportunities to grow.

Job Description

The Senior Chargeback Officer is responsible for managing complex credit card dispute and chargeback cases while ensuring full compliance with card scheme regulations, regulatory requirements, internal policies, and established service standards. The role requires strong analytical and problem-solving skills, in-depth technical knowledge of dispute processes, and the ability to lead initiatives that enhance operational efficiency and risk control.

Key Responsibilities

• Manage end-to-end processing of complex and escalated credit card disputes and chargebacks, ensuring accuracy and timeliness.
• Conduct investigations, analyze transaction data, and recommend resolutions to minimize financial losses and risks.
• Ensure compliance with card scheme rules, regulatory requirements, and internal policies.
• Collaborate with internal teams and external stakeholders to resolve disputes and manage escalations.
• Perform quality checks on cases and maintain proper documentation in line with audit standards.
• Perform reconciliation activities and ensure accuracy of general ledger entries related to chargeback transactions.
• Handle escalated cases, including those referred to the Financial Markets Ombudsman Service, ensuring professional and well-documented responses.
• Drive process improvements, enhance operational efficiency, and support system enhancements.
• Provide guidance and mentoring to team members, acting as a subject matter expert.
• Support audits, compliance reviews, and regulatory reporting requirements.
• Under take ad-hoc tasks and assignments as assigned by Team Leader or Unit Head.

Job Requirements

• Bachelor’s Degree in Finance, Business Administration, or related field.
• Minimum 7 years of experience in card operations, chargebacks, or dispute management.
• Strong knowledge of card scheme rules (e.g. Visa and Mastercard).
• Strong analytical, problem-solving, and attention-to-detail skills.
• Good communication and stakeholder management skills.
• Ability to work independently and manage multiple priorities under tight deadlines.
• Leadership or supervisory experience is an added advantage.

Additional Requirements

Be a Part of the UOB Family

UOB is an equal opportunity employer. UOB does not discriminate on the basis of a candidate's age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non-merit factors. All employment decisions at UOB are based on business needs, job requirements and qualifications. If you require any assistance or accommodations to be made for the recruitment process, please inform us when you submit your online application.