Chargeback Ops Analyst

MyValiant; Kuala Selangor; On-site; MYR 150,000 - 200,000; Full time

Job summary

A financial services company in Kuala Selangor is seeking a Card Operations Expert to ensure compliance with internal regulations and enhance customer experiences. The role involves monitoring daily settlements, managing disputes, and leading UAT. Candidates should have at least 2 years of relevant experience, problem-solving skills, and a strong foundation in design thinking. Excellent communication and organizational skills are essential. This position offers a dynamic work environment that encourages innovation and strategic thinking.

Qualifications

• At least 2 years of experience in Card operations, journey mapping and process optimization.
• Strong foundation in design thinking and human-centric methodologies.
• Thorough understanding of the latest process enhancement strategies.

Responsibilities

• Ensure day-to-day operations comply with regulatory and internal requirements.
• Collaborate to create robust operation processes.
• Monitor daily MasterCard & Paynet settlement.

Skills

Problem-solving skills

Data exploration

Design thinking

Communication skills

Organizational skills

Analytical mindset

Job description

Responsibilities

• Be our subject expert in our Card Operations.
• Ensure day-to-day operations comply with the regulatory and internal requirements.
• Collaborate with product, customer experience and business to create a robust operation process that delight our customers where it matters most.
• Leverage technology to drive a high degree of digitalisation and scalability.

Card Management

• Monitor blank card & stationery inventory balance/maintenance in the systems. To add escalation to the teamlead for threshold limit reach.
• Attend to query or confirmation required from the Card Service provider on embossing, delivery & return card status.

Card Settlement

• Monitor daily MasterCard & Paynet settlement received as per standard scheduled by the card scheme.
• Monitor & ensure settlement was auto‑created in the system as per scheduled and attended by the Payment Operations.
• Escalate any delay in processing to the team lead and ensure action taken to resolve the issue.

Card Transaction Reconciliation

• Monitor daily card reconciliation case auto‑created in the system as per scheduled.
• Check & confirm parent case created with sufficient files ingested & child case match the unrecon item (if any).
• Maker/Checker to the child case item by reconfirming transaction status before proceeding with credit/debit remarks.
• Escalate/liaise with service provider for clarification/confirmation required on the reconciliation item.

Card Dispute /Chargeback

• Monitor and attend to incoming dispute / chargeback received from Mastercard or Paynet.
• Ensure incoming dispute raised by the card scheme is attended and responded within the SLA.
• Review and analyse dispute raised by customer through Customer Experience team via system. Confirm and proceed to service provider for chargeback issuance (if eligible for chargeback).
• Monitor chargeback status from time‑to‑time and update Customer Experience.

Card General Enquiry

• Attend to the General Enquiry case raised by Customer Experience. Analyse and respond within the SLA.
• Ensure case analysis thoroughly and respond to Customer Experience within the SLA.

User Acceptance Test (UAT)

• Attend to Cards related UAT as per timeline set.
• Ensure UAT Test Script is updated correctly and review with the team lead.

Requirements

• Passionate about solving problems – possesses a relentless need for investigation and data exploration. Use your problem‑solving skills to foresee obstacles and propose changes to the operation process.
• At least 2 years of experience in Card operations, journey mapping and process optimization.
• Strong foundation in design thinking and human‑centric methodologies.
• A thorough understanding of the latest process enhancement strategies and experience applying related to the Cards industry.
• A sharp eye for identifying weak points in processes and workflow structures.
• A strategic and analytical mindset as you will have to critically evaluate individual processes and iterations, then synthesize their insights.
• An excellent communicator with top‑notch presentation skills as you will often hold presentations, lead brainstorming sessions and trainings, and create reports.
• Must be organized and committed to meeting deadlines as you will spearhead both the planning and implementation.
• Comfort in dealing with ambiguity and operating in a fast‑changing, unstructured environment.
• Confidence in your abilities to lead organizational change.

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