Chargeback Ops Analyst

**Responsibilities**:

- Ensure day-to-day operations comply with the regulatory and internal requirements.
- Collaborate with product, customer experience and business to create a robust operation process that delight our customers where it matters most.
- Leverage technology to drive a high degree of digitalisation and scalability.

**Card Management**:

- Monitor blank card & stationery inventory balance/maintenance in the systems. To escalate to the teamlead for threshold limit reach.
- To attend to query or confirmation required from the Card Service provider on embossing, delivery & return card status.

**Card Settlement**:

- Monitor daily MasterCard & Paynet settlement received as per standard scheduled by the card scheme.
- Monitor & ensure settlement was auto-created in the system as per scheduled and attended by the Payment Operations.
- To escalate on any delay in processing to the team lead and ensure action taken to resolve the issue.

**Card Transaction Reconciliation**:

- Monitor Daily Card Reconciliation case auto-created in the system as per scheduled.
- Check & confirm parent case created with sufficient files ingested & child case match the Unrecon item (if any).
- Maker/Checker to the child case item by reconfirming transaction status before proceed with credit/debit remarks.
- To escalate/liaise with service provider for clarification/confirmation required on the reconciliation item.

**Card Dispute /Chargeback**:

- Monitor and attend to incoming dispute / chargeback received from Mastercard or Paynet.
- Ensure incoming dispute raised by the card scheme being attended and respond within the SLA.
- Review and analyst dispute raised by customer through Customer Experience team via system. Confirm and proceed to service provider for chargeback issuance (if eligible for chargeback)
- To monitor chargeback status from time-to-time and update Customer Experience.

**Card General Enquiry**:

- To attend to the General Enquiry case raised by Customer Experience. Analyze and to respond within the SLA.
- Ensure case analyse thoroughly and respond to Customer Experience within the SLA.

**User Acceptance Test (UAT)**:

- To attend to Cards related UAT as per timeline set.
- Ensure UAT Test Script is updated correctly and review the team lead.

**Requirements**:

- Passionate about solving problems - possesses a relentless need for investigation and data exploration. Use your problem-solving skills to foresee obstacles and proposed changes to the operation process.
- At least 2 years of experience in Card operations, journey mapping and process optimization
- Strong foundation in design thinking and human centric methodologies
- A sharp eye for identifying weak points in processes and workflow structures
- A strategic and analytical mindset as you will have to critically evaluate individual processes and iterations, then synthesize their insights
- An excellent communicator with top-notch presentation skills as you will often hold presentations, lead brainstorming sessions and trainings, and create reports
- Must be organized and committed to meeting deadlines as you will spearhead both the planning and implementation
- Comfort in dealing with ambiguity and operating in a fast-changing, unstructured environment
- Confidence in your abilities to lead organizational change.

**Job Types**: Permanent, Contract
Contract length: 12 months

Pay: RM3,000.00 - RM4,300.00 per month

**Benefits**:

- Health insurance
- Opportunities for promotion
- Professional development

Work Location: In person