Risk Analyst (Chargeback)

ZOM-IN; Selangor; On-site; MYR 67,000 - 112,000; Full time

Job summary

ZOM-IN is seeking a dedicated Chargeback Case Specialist in Malaysia to review, investigate, and resolve chargeback disputes while preparing compelling evidence for acquirers. The role emphasizes analytical thinking, meticulous documentation, and strong communication with both users and financial partners.

You will handle case management end-to-end, monitor outcomes, and contribute to fraud pattern recognition. A willingness to work varied shifts and learn KYC/KYB concepts is essential.

Qualifications

• Must understand chargeback lifecycle, including evidence, representment, and win/loss outcomes.
• Ability to review case details, identify patterns, and document decisions clearly.
• Meticulous documentation and evidence discipline due to regulatory exposure.
• Clear written and interpersonal communication with acquirers, users, and internal teams.
• Own caseload, follow processes, and see cases through in a fast-paced environment.
• Willingness to learn KYC/KYB and AML concepts quickly.
• Willing and able to work various shifts as required by operations.
• Proficient in Excel for data interpretation and reporting.

Responsibilities

• Chargeback Case Management: Review, investigate, and resolve chargeback disputes in line with card network rules and company policy.
• Evidence Preparation & Submission: Prepare and compile dispute evidence and submit it to acquirers, ensuring documentation meets network and acquirer requirements.
• Account Investigation & Action: Investigate user accounts and transaction history to determine dispute validity, and take appropriate account-level actions.
• Acquirer Communication: Communicate with acquirers, manage their expectations, and respond to queries to support favourable outcomes.
• Status Monitoring & Reporting: Monitor chargeback status (win/loss) through to resolution and prepare accurate reports on volumes, outcomes, and root causes.
• User Communications: Manage communications with users to handle chargeback cancellations and appeals professionally and in a customer-centric manner.
• Appeals Management: Manage the appeals process, escalating and re-submitting cases where warranted.
• Fraud Pattern Recognition: Identify recurring fraud trends and chargeback, report accurately, and flag opportunities to reduce future disputes.

Skills

Chargebacks

Analytical thinking

Attention to detail

Communication

Ownership

Integrity

Shift flexibility

Excel

Tools

Excel

Job description

• Chargeback Case Management: Review, investigate, and resolve chargeback disputes in line with card network rules and company policy.
• Evidence Preparation & Submission: Prepare and compile dispute evidence and submit it to acquirers, ensuring documentation meets network and acquirer requirements.
• Account Investigation & Action: Investigate user accounts and transaction history to determine dispute validity, and take appropriate account-level actions.
• Acquirer Communication: Communicate with acquirers, manage their expectations, and respond to queries to support favourable outcomes.
• Status Monitoring & Reporting: Monitor chargeback status (win/loss) through to resolution and prepare accurate reports on volumes, outcomes, and root causes.
• User Communications: Manage communications with users to handle chargeback cancellations and appeals professionally and in a customer-centric manner.
• Appeals Management: Manage the appeals process, escalating and re-submitting cases where warranted.
• Fraud Pattern Recognition: Identify recurring fraud trends and chargeback, report accurately, and flag opportunities to reduce future disputes.
• Cross-LOB Flexibility: As business needs evolve, support adjacent risk LOBs such as Onboarding (KYC/KYB verification) and Risk Investigation.

The Must-Haves

• Chargeback & Risk Awareness: Understanding of the chargeback/dispute lifecycle (evidence, representment, win/loss outcomes) and basic risk, KYC/KYB, and AML concepts, or a strong willingness to learn them quickly.
• Analytical Judgment: Ability to review case details, spot patterns, and reach logical, well-documented decisions.
• Attention to Detail: Meticulous documentation and evidence discipline, given the audit and regulatory exposure of dispute cases.
• Communication Skills: Clear written and interpersonal communication to work with acquirers, users, and internal teams.
• Ownership & Reliability: Ability to manage a caseload, follow process, and see cases through to resolution in a fast-paced environment.
• Professional Integrity: You must embody Heart, Hunger, Honour, and Humility.
• Shift Flexibility: Willing and able to work various shifts as operational coverage requires.
• Technical Literacy: Working knowledge of Microsoft Excel for data interpretation and reporting.

The Nice-to-Haves

• Prior experience in payments operations, fraud detection, or acquirer/issuer dispute handling.
• Exposure to KYC/KYB onboarding or risk investigation workflows (supports future cross-LOB deployment).