This is a back-office operations role in the Cards Operations - Chargeback Unit of a major retail bank. Your job will involve processing chargebacks - which are disputes raised by customers regarding credit/debit card transactions - and ensuring each case is reviewed and handled accurately and promptly.

Job Description and Responsibilities

- Analyzing of various chargeback scenarios

- Processing of chargeback request

- Provide operations support on administrative task and projects eg data entry and documentation

handling

- Complete all requests with accuracy and within the agreed Service Level Agreement

- Manage and resolve customers' and business units' feedback/complaints and queries promptly

- Identify opportunities to improve productivity, risk controls, efficiency and service quality in the

team

- Support in digitization effort driven by the management and ad-hoc /admin tasks assigned

Requirements

- A recognized diploma

- Able to multi-task and cope with change and diversity in a fast-paced environment

- Possess strong analytical and problem solving skills, able to think objectively and 'think outside

the box' when analyzing issues

- Meticulous with an eye for details and quality mindset

- Strong cross-functional collaboration and communications skills, driving outcomes through

influence and negotiations

- Proficient in the use of Microsoft Office, specifically Microsoft Excel, Word & Powerpoint

- Team player, self-motivated and resourceful

Key Duties Explained:

Analyzing Chargeback Cases:

When a customer disputes a transaction (e.g., unauthorized payment, item not received), you'll review the case, assess the evidence, and decide whether the chargeback is valid. This involves applying banking rules (like those from Visa/Mastercard) to evaluate each situation fairly.

Processing Chargeback Requests:

Once a decision is made, you'll process the request in the bank's internal systems to recover funds or reject the claim if it's not valid.

Handling Administrative Tasks:

You'll perform data entry, manage documentation, and support project-related tasks - all crucial to maintaining accurate records and supporting team operations.

Service Level Compliance:

Every chargeback must be handled within strict timelines (SLA) set by regulators or card schemes. You must ensure timely and accurate completion of cases.

Customer & Internal Queries:

Although this is a back-end role, you'll occasionally need to help resolve feedback or questions from internal departments (like Customer Service) related to chargeback cases.

Process & Efficiency Improvements:

You'll contribute ideas to improve operational efficiency, reduce risk, and enhance turnaround time.

Support for Digitization:

You may assist with automation or digitization initiatives - helping the bank modernize and streamline chargeback handling processes.

ute management