Asst Manager - GO-Group Operations (Chargeback & Dispute Management)
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Assistant Manager / Manager, Front End & Acquiring Chargeback
Job Description
The Assistant Manager / Manager, Front End & Acquiring Chargeback is responsible for managing and resolving chargeback cases related to merchant acquiring and front-end disputes, ensuring adherence to established performance standards. The successful candidate will be responsible for investigating, analyzing, and processing chargebacks in compliance with credit and debit card guidelines and rules, minimizing financial losses for the organization and maintaining positive relationships with merchants and relevant stakeholders.
This role reports to the Head of Retails Operations (Card Operations)
Job Responsibilities
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Process and analyze acquiring transaction disputes (Collaboration Request, Chargeback, Representment, Pre-Arbitration, Arbitration, Pre-compliance, Compliance) within stipulated Visa, MasterCard & UPI timeframes to minimize financial losses.
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Perform checking on maker's work for daily incoming chargebacks, merchant correspondence, transaction filing, dispute decisions, and related financial entries within deadlines.
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Verify the adequacy and sufficiency of Representment documentation submitted to Issuers.
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Validate the accuracy of debiting and withhold merchant requests prepared by makers.
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Ensure timely processing of all incoming Chargebacks, Collaboration Requests, and Pre-Arbitration/Pre-Compliance cases by makers according to card scheme rules.
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Address queries from merchants and internal business units promptly and effectively.
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Ensure all tasks are performed accurately, on time, and compliance with Bank rules & regulations.
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Ensure deliverables meet the standard requirement and quality.
Other Responsibilities
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Adhere to the Bank's Code of Conduct & Ethics, all relevant bank policies, regulations, BNM guidelines, and card scheme rules.
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Ensure all deliverables meet the required standards and quality, with timely escalation of production, system, and backlog issues.
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Maintain up-to-date knowledge of changes in dispute resolution rules from Visa, MasterCard & UPI.
Requirements
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Malaysian citizen
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Bachelor's degree in Business & Banking or a related discipline.
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Relevant working experience within a Financial Institution or related industry.
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Proven experience in customer interaction and transaction processing.
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Proven history of integrity and accountability.
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Professional demeanor and courteous communication abilities.
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Strong analytical skills for effective dispute resolution.
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Proficiency in Credit Card systems (e.g., Ascend, Dispute Manager System - DMS) and expertise in handling Visa, MasterCard & UPI dispute cases.
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Competent in using Microsoft Word and Excel for documentation and analysis
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.
Top Skills
What We Do
Hong Leong Bank Berhad is one of the leading financial services organisations in Malaysia. With a heritage of more than 100 years, it provides comprehensive financial services covering consumer banking, business banking and trade finance, treasury, branch and transaction banking, wealth management, private banking and Islamic financial services. Its merger with EON Bank Group in 2011 has further embedded its position as a core banking franchise with an expanded distribution network of more than 300 branches across the country.
With a proven track record in value creation and a highly recognised brand, Hong Leong Bank has also been extending its footprint in the region, with branches in Singapore and Hong Kong and wholly owned subsidiaries in Vietnam and Cambodia. In China, the Bank has a 20% shareholding in Bank of Chengdu Co., Ltd., Sichuan and a consumer finance joint venture.
Hong Leong Bank is a subsidiary of Hong Leong Financial Group Berhad, the financial services arm of the Hong Leong Group. Apart from banking, Hong Leong Financial Group is involved in the provision of insurance and takaful, as well as investment banking, unit trust, fund management and stock broking services
