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Assistant Manager - Fraud Management (Dispute Resolution)
Mohon Sekarang
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Job description:

  • 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 in order 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:

  • Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, any field.
  • 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.

Perks & Benefits

  • Nearby public transport
  • Central location
  • Medical insurance
Mohon Sekarang