Chargeback Ops Analyst

Responsibilities

● Be our subject expert in our Card Operations.

● 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 thorough understanding of the latest process enhancement strategies and experience applying related to Cards industry

● 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, RM4,300.00 per month

Benefits:

• Health insurance
• Opportunities for promotion
• Professional development

Work Location: In person