Operations Analyst up to 3.4k, East (BANK)

ADECCO PERSONNEL PTE LTD; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading bank partner seeks a Processing Officer in Singapore to manage chargeback disputes. The ideal candidate will resolve customer queries and monitor outstanding cases. Requires 1 year experience preferred, proficiency in Excel, and ability to work both independently and in a team. This is a 12-month contract role based in the East.

Qualifications

• 1 year of experience in financial institutions preferred, with Credit operations knowledge an advantage.
• Open to candidates without prior experience.

Responsibilities

• Resolving customer/merchant charge disputes according to Card Associations rules.
• Performing pre-checks before processing chargebacks.
• Updating chargeback details and action dates in internal systems.
• Creating and reconciling financial general ledger entries.
• Managing ad-hoc projects assigned by the Team Manager.

Skills

Proficient in Microsoft office 365 i.e. Excel

Ability to multitasking

Good team player

Positive thinking and able to work with diversity

Able to work independently

Job description

The Opportunity

• Adecco is partnering with a leading bank to look for a Processing Officer
• Office Location: East
• Starts off as a 12 months contract

The Job

Responsibilities (Maker and Checker role)

1. Resolving Singapore / Hong Kong customer/merchant’s charge disputes by correctly processing the end to end related activities according to different Card Associations (Visa, Mastercard, Amex, UnionPay and JCB) chargeback rules and timeframe.
2. Performing necessary pre-checks before processing a chargeback request.
3. Reviewing whether transaction (transaction type, chargeback reason, timeframe and documents received) met the chargeback requirements set by Card Associations.
4. Following up with customer/merchant for any clarification or missing documents.
5. Performing the correct action required (Fraud reporting / Retrieval / Chargeback / Representations / Pre-arbitration / Arbitration / Pre-Compliance / Compliance) via internal bank system or Card Association platforms.
6. Updating the chargeback details / action date / status in internal bank system and Excel Case Registers.
7. Uploading / Downloading of chargeback documentation via the Card Association platform.
8. Process financial adjustments if required (temp credit / temp credit reversal / deduction of chargeback amount) and updating customer/merchant via letter/ email.
9. Creating / Reconciliating the financial general ledger entries generated during the process.
10. Perform weekly monitoring and updates on outstanding cases reflected in internal bank system queues / Aging Reports / General Ledger listings / Card Association Platforms and action on the cases before it is due.
11. Follow up on outstanding activities such as closure of chargeback cases, rejection reports.
12. Updating volume of the worked / incomplete / outstanding activities daily.
13. Pre-processing / Post-processing (reconciliation of cases received, mailing / filing of documents, retrieval of reports, checking and updating of case status).
14. Ad hoc activities such as archival, liaising with Card Associations on chargeback rules, logging service ticket for system issues and answering general ledger enquiries.
15. Replying to general chargeback queries customer/merchant might have regarding the transaction posted on the card.
16. Liaising with internal departments regarding customer/merchant enquiries, special handling, clarification and exception cases.
17. Manage ad-hoc project assigned by Team Manager.
18. Escalate any discrepancy / deviation to the Team Manager.
19. Assist Team Manager with various systems’ testing and prepare go-live documentation (e.g. Standard Operating Procedure).
20. Continuous review and improvement of processes to improve customer experience and TAT.
21. Cross training via various functions at different locations to optimize team resources.

Requirements

1. 1 year of experience in financial institutions preferred, with Credit operations or knowledge would be an added advantage but open to candidates without prior experience.
2. Proficient in Microsoft office 365 i.e. Excel.
3. Ability to multitasking and handle different activities with different timelines.
4. Good team player.
5. Positive thinking and able to work with diversity.
6. Able to work independently.

Next Step

• We could contact you in the soonest time if you directly send your resume to: [e-mail]
• Email Topic: Apply Processing Officer
• We regret to inform that only shortlisted candidates will be contacted.

Amos Tan Jun Han
EA LiCence No.91C2918
Personnel Registration No. R23113385