Customer Resolution & Reconciliation Officer

NETS; Kuala Lumpur; On-site; MYR 60,000 - 78,000; Full time

Job summary

NETS is seeking a Customer Resolution & Settlement Reconciliation Officer to support daily reconciliation, dispute resolution, and chargeback processing across NETS payment products and acquiring channels. You will work with internal teams, banks, merchants, and partners to ensure accurate settlement and timely resolution.

In a fast-paced environment, you will analyze cases, perform root-cause checks, and maintain audit-ready records while upholding service levels and risk controls.

Qualifications

• Diploma or Bachelor’s degree in Business, Banking & Finance, Accounting, Information Systems, or related discipline.
• 2–5 years of relevant experience in Reconciliation, Dispute Resolution, Chargebacks, Payment Operations, Customer Operations, or related operational functions.
• Fresh graduates with relevant internships or operational experience may also be considered.

Responsibilities

• Perform daily reconciliation and settlement verification across payment products and acquiring channels.
• Assist in investigating reconciliation breaks, settlement discrepancies, unreconciled transactions, and operational exceptions.
• Support timely escalation and follow-up of operational issues to minimize operational and financial risks.
• Support settlement validation processes across domestic and cross-border payment flows.
• Support daily dispute resolution and chargeback processing activities across payment channels and card schemes.
• Investigate disputed transactions, merchant claims, retrieval requests, and operational cases within established timelines.
• Coordinate with internal teams, banks, merchants, and external partners to facilitate case resolution.
• Maintain proper documentation and operational records for audit and tracking purposes.
• Handle operational exceptions and customer-impacting cases on a daily basis.
• Perform transaction reviews and basic root-cause analysis for operational discrepancies.
• Monitor assigned cases and support timely closure to maintain operational service levels.
• Assist in operational recovery activities and issue resolution where required.

Skills

Analytical skills

Attention to detail

High-volume case handling

Excel

Power BI

Reporting tools

Stakeholder collaboration

Education

Diploma or Bachelor’s degree in Business, Banking & Finance, Accounting, Information Systems, or related discipline

Tools

Excel

Power BI

Automation tools

Job description

Customer Resolution & Reconciliation Officer

The Customer Resolution & Settlement Reconciliation Officer is responsible for supporting daily operational activities relating to settlement reconciliation, dispute resolution, chargebacks, and exceptional transaction handling across NETS payment products and acquiring channels.

The role supports operational processing, investigation, and resolution activities to ensure timely reconciliation, accurate transaction handling, and smooth operational delivery.

This position requires good analytical skills, attention to detail, and the ability to manage operational cases in a fast-paced environment while working closely with internal stakeholders, banks, merchants, and external partners.

Key Responsibilities

• Perform daily reconciliation and settlement verification activities across payment products and acquiring channels.
• Assist in investigating reconciliation breaks, settlement discrepancies, unreconciled transactions, and operational exceptions.
• Support timely escalation and follow-up of operational issues to minimize operational and financial risks.
• Support settlement validation processes across domestic and cross-border payment flows.
• Support daily dispute resolution and chargeback processing activities across payment channels and card schemes.
• Investigate disputed transactions, merchant claims, retrieval requests, and operational cases within established timelines.
• Coordinate with internal teams, banks, merchants, and external partners to facilitate case resolution.
• Maintain proper documentation and operational records for audit and tracking purposes.

3. Operational Case Handling

• Handle operational exceptions and customer-impacting cases on a daily basis.
• Perform transaction reviews and basic root-cause analysis for operational discrepancies.
• Monitor assigned cases and support timely closure to maintain operational service levels.
• Assist in operational recovery activities and issue resolution where required.

Education and Experience

• Diploma or Bachelor’s degree in Business, Banking & Finance, Accounting, Information Systems, or related discipline.
• 2–5 years of relevant working experience in Reconciliation, Dispute Resolution, Chargebacks, Payment Operations, Customer Operations, or related operational functions.
• Fresh graduates with relevant internships or operational experience may also be considered.

Skills and Knowledge

• Good analytical and problem-solving skills with attention to detail and accuracy.
• Ability to handle high-volume operational cases in a fast-paced environment.
• Basic understanding of reconciliation processes, operational controls, or dispute handling workflows will be advantageous.
• Exposure to payment operations, card schemes, merchant acquiring, or financial services operations is preferred.
• Proficient in Microsoft Office applications, especially Excel.
• Knowledge of Power BI, automation tools, or reporting tools will be an added advantage.