Asst. Manager / Manager

Main Purpose of Job

Responsible in resolving customer's dispute, handling Ombudsman Financial Service (OFS) cases due to appeal by customers and ensure timely reporting to BNM & card brands.

Principle responsibilities & duties

Ensure proper documentations are in order to support the disputed transactions.

Perform retrieval request of the CCTV (if any) & conversation for investigations.

Timely retrieval of key information for desk investigation.

Timely reporting of the fraudulent transactions to MasterCard SAFE, Visa Fraud Reporting (FRS), and Bank Negara Malaysia (BNM).

Preparation of documents for Ombudsmen for Financial Service (OFS) cases.

To maximize recoveries for all disputed cases via chargeback, compliance and customer challenge process.

To prepare all the reported fraud cases for write-off.

To resolve disputes and customer's complaint within the stipulated TAT.

To verify transactions with cardholder for post-verification on uncountable cases.

To contact cardholder and initiate card blocking and replacement for Card Compromised Accounts.

To conduct periodic review on process flow and update the operation manual (where necessary).

Process reengineering / automation to reduce redundancy whilst improving productivity and efficiency.

To maintain proper records and audit trails for all work related matters, sources documents, manuals and intellectual assets of the Company, in not to place the Company in any compromising situation.

To ensure operational processes are in compliant with the card brands & regulatory guidelines.

To carry out any other duties as assigned and directed by the Management.

Job Requirement :

• Bachelor's Degree or Advanced Diploma in Finance, Business, or a related field.
• Minimum 8 years of experience in financial institutions, with at least 5 years specializing in card issuing fraud and dispute management.
• Proficient in credit card operations, fraud prevention strategies, chargeback, and recovery processes.
• Knowledgeable in regulatory guidelines from BNM, Mastercard, and Visa.
• Familiar with OFS case preparation and handling.
• Proven track record in leading investigations and managing dispute resolutions.
• Demonstrated leadership ability with excellent interpersonal and team management skills.
• Strong analytical, investigative, and problem-solving skills.