Team Lead, Card Operations Chargeback

YTL Sea Digital Bank Project; Kuala Lumpur; On-site; MYR 90,000 - 150,000; Full time

Job summary

The Dispute and Chargeback Manager / Assistant Manager at YTL Sea Digital Bank Project will oversee all dispute and chargeback processes, ensuring timely resolution and minimizing financial losses. You will work with stakeholders across departments, monitor related GL accounts, and prepare MI and regulatory reporting related to disputes.

The role requires a relevant tertiary qualification, at least 3 years in dispute resolution, and strong English communication and MS Office skills.

Qualifications

• Minimum 3 years in Dispute Resolution and Chargeback Handling.
• Proficient in Card Scheme regulations and guidelines.
• Proficient in English (written and spoken) and MS Office.

Responsibilities

• Process, analyze and investigate transaction disputes within card scheme timelines.
• Monitor GL accounts related to disputes and ensure resolution within lifespan.
• Liaise with departments on disputes and ensure timely closure.
• Prepare monthly MI, Card Scheme and BNM reporting on disputes.
• Support senior manager during audits and other operational processes.

Skills

Dispute Resolution

Chargeback Handling

English Proficiency

MS Office

Interpersonal Skills

Team Player

Education

Tertiary qualification

Tools

Card Scheme Regulations

Microsoft Office

Job description

Overview:
The Dispute and Chargeback Manager / Assistant Manager is responsible for overseeing the overall chargeback and dispute processes, ensuring timely and accurate resolution of cases, and minimizing financial losses due to chargebacks and disputes.

Key Responsibilities:

• Process, analyze & conduct investigation on transaction disputes and ensure all transactions are actioned within the stipulated timeframe as specified in Card Scheme’s regulations.
• Possess a clear understanding of the Dispute and Chargeback flows as per Card Schemes requirements such as chargeback and presentment reason codes, timelines and submissions.
• Monitor the GL accounts which are related to Dispute and Chargeback to ensure outstanding items resolved within the stipulated lifespan.
• Liaise with the relevant departments on disputes matters and ensure closure within stipulated timelines.
• Assist in preparing monthly Management Information (MI), periodic Card Scheme and BNM reporting related to Dispute and Chargeback.
• Monitor and review decisions made on exception reports for insufficient and blocked accounts and perform necessary action on the transactions adhering to company’s policy and BNM guidelines as required.
• Drafting, periodic review and update of the department SOPs related to Dispute and Chargeback.
• Support and participate in UATs on projects related to Cards.
• Provide support to Senior Manager when audits are conducted in related operational areas.
• Provide support to the Senior Manager on other operational processes, when required

Job Requirements:

• A relevant tertiary level qualification and/or recognised qualification(s) appropriate to the role.
• Minimum 3 years of relevant experience in Dispute Resolution and Chargeback Handling and is proficient in Card Scheme related regulations.
• Proficient in English (written and spoken) and Microsoft Office applications.
• Good interpersonal, communication and organisational skills and is an effective team player.
  

Overview:
The Dispute and Chargeback Manager / Assistant Manager is responsible for overseeing the overall chargeback and dispute processes, ensuring timely and accurate resolution of cases, and minimizing financial losses due to chargebacks and disputes.

Key Responsibilities:

• Process, analyze & conduct investigation on transaction disputes and ensure all transactions are actioned within the stipulated timeframe as specified in Card Scheme’s regulations.
• Possess a clear understanding of the Dispute and Chargeback flows as per Card Schemes requirements such as chargeback and presentment reason codes, timelines and submissions.
• Monitor the GL accounts which are related to Dispute and Chargeback to ensure outstanding items resolved within the stipulated lifespan.
• Liaise with the relevant departments on disputes matters and ensure closure within stipulated timelines.
• Assist in preparing monthly Management Information (MI), periodic Card Scheme and BNM reporting related to Dispute and Chargeback.
• Monitor and review decisions made on exception reports for insufficient and blocked accounts and perform necessary action on the transactions adhering to company’s policy and BNM guidelines as required.
• Drafting, periodic review and update of the department SOPs related to Dispute and Chargeback.
• Support and participate in UATs on projects related to Cards.
• Provide support to Senior Manager when audits are conducted in related operational areas.
• Provide support to the Senior Manager on other operational processes, when required

Job Requirements:

• A relevant tertiary level qualification and/or recognised qualification(s) appropriate to the role.
• Minimum 3 years of relevant experience in Dispute Resolution and Chargeback Handling and is proficient in Card Scheme related regulations.
• Proficient in English (written and spoken) and Microsoft Office applications.
• Good interpersonal, communication and organisational skills and is an effective team player.