Assistant Manager - Fraud Management

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 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.

Interested candidates please submit your application through Jobstore.com