Dispute & Chargeback Officer

Job Summary

To manage and resolve customer disputes related to top-ups, unauthorized transactions, and chargebacks, including handling of chargeback processes via the Visa Resolve Online (VROL) system, JCB Chargeback Portal, Paynet RPP Backoffice. This role ensures timely and accurate resolution of disputes while complying with card scheme regulations and internal risk controls.

Key Responsibilities

1) Dispute and Chargeback Handling

• Manage and investigate incoming customer disputes, particularly related to top-up failures, fraudulent transactions, and unauthorized usage.
• Log and track disputes in internal systems and coordinate with relevant teams (e.g. customer support, finance, fraud) for evidence collection and resolution.

2) VROL, JCB, PayNet Submissions

• Handle end-to-end chargeback lifecycle:
  • Handle cardholder disputes (fraud, non-receipt, duplicate, service issues).
  • Initiate chargebacks via Visa, JCB, PayNet system and manage representment.
  • Review merchant evidence and decide acceptance/reversal.
  • Prepare and submit supporting documentation as required by scheme rules.
  • Monitor deadlines and ensure compliance with Visa dispute resolution procedures.

3) Root Cause Analysis

• Conduct root cause analysis for high-volume or repeated dispute types.
• Propose process or system improvements to reduce dispute rates.

4) Cross-Departmental Coordination

• Liaise with Product, Tech, and Customer Support teams to clarify transaction flows, identify anomalies, and improve dispute resolution turnaround time.
• Support fraud operations and compliance teams in dispute-related investigations.

5) Reporting and Documentation

• Maintain accurate dispute logs and prepare periodic reports on dispute trends, volumes, and resolution outcomes.
• Ensure all disputes are handled in compliance with BNM guidelines, EMI standards, and Visa regulations.

6) eKYC/KYB Screening – Customers & Merchants

• Perform manual eKYC review of customer and merchant onboarding applications.
• Ensure completeness and accuracy of eKYC documentation submitted during onboarding.

Key Requirements:

Must-Have

• Diploma/Degree in Banking, Finance, Business, or a related field.
• 2–4 years experience in dispute resolution, chargebacks, risk operations, or related fields in the e-wallet, fintech, or card issuing industry.
• Familiarity with Visa Resolve Online (VROL) or MasterCom systems is a strong advantage.
• Strong analytical and investigative skills.
• Attention to detail with ability to work under time pressure (chargeback timelines).
• Good communication skills, especially in writing dispute responses and engaging with stakeholders.

Nice-to-Have

• Experience working with EMI-licensed institutions or regulated fintech entities.
• Understanding of BNM/RMiT guidelines, eKYC regulations, and fraud typologies.
• Knowledge of transaction lifecycle in prepaid/e-wallet systems.