Compliance & Risk (Banking & Financial Services)
Full time
GX Bank Berhad - the Grab-led Digital Bank - is the FIRST digital bank in Malaysia, approved by BNM to commence operations. We aim to leverage technology and innovation to serve the financial needs of the unserved and underserved individuals, and micro and small medium enterprises.
We are driven by our shared purpose and passion to bring positive transformation to the banking industry, starting with solutions that address the financial struggles of Malaysians and businesses.
Get to know the Role:The Card Operations Specialist with Chargeback Dispute Management will be responsible for managing and supporting all activities related to the issuance, maintenance, and support of digital and physical cards, as well as handling chargeback disputes. This role ensures the smooth operation of card services, from application processing to resolving card-related issues and managing chargeback disputes. The ideal candidate will have a strong background in banking operations, excellent customer service skills, and expertise in chargeback dispute processes.
Card Issuance and Management:Oversee the end-to-end card issuance process, including digital and physical card production.
Manage the activation and deactivation of customer cards.
Ensure compliance with regulatory requirements and internal policies related to card issuance and management.
Collaborate with the product development team to implement new card features and enhancements.
Chargeback Dispute Management:Manage the end-to-end chargeback dispute process for card transactions.
Investigate and resolve chargeback disputes by collecting necessary documentation and evidence.
Liaise with customers, merchants, and representatives to resolve disputes efficiently.
Maintain accurate records of all chargeback cases and ensure timely submission of required documentation.
Analyze chargeback trends and identify opportunities to improve dispute resolution processes.
Provide exceptional customer service by addressing card-related inquiries and issues promptly.
Liaise with the fraud and risk management teams to monitor and mitigate card fraud risks.
Operations and Maintenance:Monitor card transaction activities and ensure accurate processing.
Conduct regular audits and reconciliations of card-related transactions.
Maintain and update card management systems and databases.
Prepare and analyze reports on card usage, trends, and operational efficiency.
Work closely with the IT department to resolve technical issues related to card systems and integrations.
Coordinate with external vendors and partners involved in card production and delivery.
Provide training and support to internal teams on card operations procedures and best practices.
Ensure all card operations comply with relevant laws, regulations, and internal policies.
Identify and mitigate operational risks related to card services and chargeback disputes.
Participate in internal and external audits, providing necessary documentation and explanations.
The must haves:Bachelor's degree in Finance, Business Administration, or a related field.
3+ years of experience in card operations and chargeback dispute management, preferably within a digital banking environment.
Strong understanding of chargeback processes, card management systems, and digital banking platforms.
Excellent problem-solving and analytical skills.
Exceptional communication and customer service skills.
Ability to work effectively in a fast-paced, dynamic environment.
Knowledge of regulatory requirements related to card operations and banking.
Experience with fraud detection and prevention strategies.
Familiarity with emerging trends in digital banking and payment technologies.
May require occasional evening or weekend work to address urgent issues or during peak periods.#J-18808-Ljbffr