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Assistant Manager

1 month ago

Bangsar, Malaysia AEON Credit Service (M) Berhad Full time

Responsible in resolving customer’s dispute, handling Financial Mediation Bureau cases due to appeal by customers, calling and replacing compromised cards, and transactions monitoring (post verification).
- Ensure proper documentations are 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) E-FIDS.
- Preparation of documents for Financial Mediation Bureau (FMB) 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 (CAN).
- 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 Requirements**:

- Minimum five (5) years’ experience in issuing fraud and dispute management.
- Handle appeal cases with Financial Mediation Bureau.
- Proactive, willing to work long hours, motivated and energetic.
- Excellent team player, results-oriented and able to communicate effectively at all levels.
- Good communication skills in English and Bahasa Malaysia.
- High integrity and promote mutual self-respect.