Senior Executive / Assistant Manager, Acquiring Chargeback & Front End support

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The Senior Executive / Assistant Manager, Front End & Acquiring Chargeback is responsible for managing and resolving chargeback cases related to merchant acquiring and front-end disputes, ensuring adherence to established performance standards. The successful candidate will be responsible for investigating, analyzing, and processing chargebacks in compliance with credit and debit card guidelines and rules, minimizing financial losses for the organization and maintaining positive relationships with merchants and relevant stakeholders. 

This role reports to the Head of Retails Operations (Card Operations) 

Job Responsibilities 

• Process and analyze acquiring transaction disputes (Collaboration Request, Chargeback, Representment, Pre-Arbitration, Arbitration, Pre-compliance, Compliance) within stipulated Visa, MasterCard & UPI timeframes to minimize financial losses.
• Perform checking on maker's work for daily incoming chargebacks, merchant correspondence, transaction filing, dispute decisions, and related financial entries within deadlines.
• Verify the adequacy and sufficiency of Representment documentation submitted to Issuers.
• Validate the accuracy of debiting and withhold merchant requests prepared by makers.
• Ensure timely processing of all incoming Chargebacks, Collaboration Requests, and Pre-Arbitration/Pre-Compliance cases by makers according to card scheme rules.
• Address queries from merchants and internal business units promptly and effectively.
• Ensure all tasks are performed accurately, on time, and compliance with Bank rules & regulations.
• Ensure deliverables meet the standard requirement and quality.

Other Responsibilities 

• Adhere to the Bank's Code of Conduct & Ethics, all relevant bank policies, regulations, BNM guidelines, and card scheme rules.
• Ensure all deliverables meet the required standards and quality, with timely escalation of production, system, and backlog issues.
• Maintain up-to-date knowledge of changes in dispute resolution rules from Visa, MasterCard & UPI.

Requirements 

• Malaysian citizen
• Bachelor's degree in Business & Banking or a related discipline.
• Relevant working experience within a Financial Institution or related industry.
• Proven experience in customer interaction and transaction processing.
• Proven history of integrity and accountability.
• Professional demeanor and courteous communication abilities.
• Strong analytical skills for effective dispute resolution.
• Proficiency in Credit Card systems (e.g., Ascend, Dispute Manager System - DMS) and expertise in handling Visa, MasterCard & UPI dispute cases.
• Competent in using Microsoft Word and Excel for documentation and analysis

Realise your full potential at Hong Leong Bank by applying now.