Job Description QUALIFICATIONS: At least 5 years work experience in payment industry/card business operations
Bachelor's Degree is required
Basic Microsoft (Word, Excel, Visio, Project, etc)
Knowledge and understanding in dispute resolution process;
Strong knowledge of end-to-end chargeback cycle.?
Demonstrated analytical, organizational, interpersonal, leadership, problem-solving, conflict resolution and negotiation skills.?
Good organizational and communication skills;
Ability to meet deadlines
Zero defect mindset;
Meticulous and diligent with a high level of attention to detail and a passion for innovation;
Computer literate and have a good working knowledge of common application software.
MAIN FUNCTION:
Responsible for managing and supervising the Dispute Resolution team by delivering high quality operational support by ensuring accurate and timely processing of cardholder?s disputes in accordance with the operating regulations of the switch network and all card associations
Maintain and communicate a strong understanding of dispute/chargeback policies and procedures to ensure adherence of dispute processing requirements, for both issuing and acquiring transactions.?
DUTIES/RESPONSIBILITIES:
Provide support to Operations Head in overseeing daily operations related to business activities and monitoring of the unit?s productivity and efficiency.
Manage day-to-day activities related to customer disputes involving incoming and outgoing retrieval requests, chargebacks, representments, arbitration/compliance case filing, chargeback accounting entries, fraud reporting, credit/debit adjustments, fund disbursements/collections and good faith collection cases.
Maintain and develop top-tier operational practices, quality and overall operational excellence.
Ensure that all cardholder?s complaints on questionable, unrecognized and unauthorized transactions are properly investigated, resolved efficiently and processed accurately as prescribed in the approved dispute/chargeback guidelines and card association operating regulations.
Provide strategic and simplified process to ensure zero error in handling all disputes/chargeback transactions and set-up with internal control.?
Periodically review and update dispute/chargeback operations manual to comply with current rules and regulations as stipulated by the respective card associations and secure management approval on its update.
Manage and gather operational reports and monitor capacity and performance.?
Manage multiple tasks and maintain confidentiality supervisory role.
Effectively managing projects and initiatives for process improvement.
Additional Information
Career Level
Supervisor/5 Years & Up Experienced Employee
Qualification
Bachelor's/College Degree
Years of Experience
3 years
Job Type
Full-Time
Job Specializations
Accounting/Finance, Banking/Financial
