Customer Resolution & Reconciliation (Officer)

Team and Position Summary

The Customer Resolution & Settlement Reconciliation Officer is responsible for supporting daily operational activities relating to settlement reconciliation, dispute resolution, chargebacks, and exceptional transaction handling across NETS payment products and acquiring channels.

The role supports operational processing, investigation, and resolution activities to ensure timely reconciliation, accurate transaction handling, and smooth operational delivery.

This position requires good analytical skills, attention to detail, and the ability to manage operational cases in a fast-paced environment while working closely with internal stakeholders, banks, merchants, and external partners.

Key Responsibilities

 1. Settlement Reconciliation

• Perform daily reconciliation and settlement verification activities across payment products and acquiring channels.


• Assist in investigating reconciliation breaks, settlement discrepancies, unreconciled transactions, and operational exceptions.


• Support timely escalation and follow-up of operational issues to minimize operational and financial risks.


• Support settlement validation processes across domestic and cross-border payment flows.

2. Dispute Resolution & Chargeback Operations

• Support daily dispute resolution and chargeback processing activities across payment channels and card schemes.


• Investigate disputed transactions, merchant claims, retrieval requests, and operational cases within established timelines.


• Coordinate with internal teams, banks, merchants, and external partners to facilitate case resolution.


• Maintain proper documentation and operational records for audit and tracking purposes.

3. Operational Case Handling

• Handle operational exceptions and customer-impacting cases on a daily basis.


• Perform transaction reviews and basic root-cause analysis for operational discrepancies.


• Monitor assigned cases and support timely closure to maintain operational service levels.


• Assist in operational recovery activities and issue resolution where required.