Executive, Chargeback and Dispute Management

If you are looking to excel and make a difference, take a closer look at us…

We are looking for Executive, Chargeback and Dispute Management. In this role you will play a crucial part in attending to all Issuing related disputes to meet performance standards set and ensure compliance of credit cards and density cards guidelines. The successful candidate will report to the Section Head, Chargeback and Dispute Management.

Job Responsibilities

Functional

• Analyze, process, and investigate issuing transaction disputes, ensuring timely handling of 1st Chargeback, Representment, Pre-Arbitration, Arbitration, Pre-Compliance, Compliance and Collaboration within Visa/MasterCard regulations to minimize financial losses.

• Review rejected chargebacks for resubmission, verify dispute documentation with cardholders, validate responses from Card Schemes, and perform temporary credit reversals.

• Ensure chargeback documentation submitted to the Acquirer is accurate and sufficient, and prepare chronological event reports for escalated financial dispute cases (Pre-Arbitration, Arbitration, Compliance, Ombudsman Financial Service cases).

• Act as checker for daily transmissions, file due transactions, and dispute decisions; perform daily GL account reconciliation and monitoring, including month-end aging analysis and Balance Sheet Review.

• Prepare GL listings for Chargeback Won cases to submit approval, manage the Chargeback Common Mailbox, respond to queries, and generate MIS reports for management.

• Support maker/checker processes, including action code tagging and letter preparation correspond to case stages/outcomes.

• Handle ad-hoc chargeback requests from other Business Units (Fraud Management, Finance, BOS & etc)and escalate production issues, system issues, or backlog.

Other Responsibilities

• Adhere to all applicable regulations, guidelines, rules, policies, and the Bank's Code of Conduct & Ethics, including BNM guidelines, Card scheme rules, and internal SOPs.

• Ensure all deliverables meet required standards and quality benchmarks.

• Provide cross-functional support within the Card Operations team and fulfill ad-hoc requests as assigned by superiors and Management.

Job Requirements

• Malaysian citizen.

• Bachelor's degree in Business & Banking or any related discipline.

• 1 years above in related working experience in Financial Institution, transaction processing.

• Knowledgeable in basic banking , Credit Card System (Asccend, Dispute Manager System) and Visa & MasterCard dispute cases.

• Proficient in English (written & spoken) and PC literate with knowledge in Microsoft Office Appliances.

• Results-oriented, strong interpersonal skills and high level of integrity.

About Hong Leong Bank

We are a leading financial institution in Malaysia backed by a century of entrepreneurial heritage. Providing comprehensive financial services guided by a Digital-at-the-Core ethos has earned us industry recognition and accolades for our innovative approach in making banking simpler and more effortless for our customers. Our digital and physical offerings span across a vast nationwide network in Malaysia, strengthened with an expanding regional presence in Singapore, Hong Kong, Vietnam, Cambodia, and China.

We seek to strike a balance between diversity, inclusion and merit to achieve our mission of infusing diversity in thinking and skillsets into our organisation. Candidates are assessed based on merit and potential, in line with our mission to attract and recruit the best talent available. Expanding on our "Digital at the Core" ethos, we are progressively digitising the employee journey and experience to provide a strong foundation for our people to drive life-long learning, achieve their career aspirations and grow talent from within our organisation.

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