Develop Dispute & Fraud procedure, guideline and manual for card and e-Payment related Digital Products & Services such Visa Cards.
Manage in solving customer inquiry or complaint of financial/non-financial of card and e-Payment related Products/services such Visa Cards.
Manage daily dispute transaction and fraudulent related.
Develop the necessary material and provide training/refreshment to branches and other related departments existing/new Card and e-Payment Products/services solution.
Support and propose continuous process/system improvement initiatives across the dispute teams such as root cause analysis, error prevention solutions.
Perform business analytics and provide actionable reporting to assist in efficient and accurate fraud processing.
Maintain strong domain knowledge about dispute and fraud.
Have a strong understanding of Risk operational processes.
Responsible for the prevention and detection of potential fraud across all payment channels.
Identify fraud patterns through the monitoring of card’s transaction, merchant’s transaction, and high-risk countries.
Contribute to the creation of fraud rules by providing analytical data to support decisions to mitigate fraud.
Review all alerts from external sources, including VIA VAAVRM, CAMS, VCAS etc. and ensure that appropriate actions are taken to mitigate fraud lost.
Provide support to the Operational and Business units of the organization on fraud related matters.
Regularly prepare reports for the bank’s Risk Management Organization related to Cards.
Collaborate with analysts, operations, data scientists and engineering to improve our fraud prevention mechanisms, processes and tools.
Participate in training on Digital Products & Services policy and procedure.
Participates the investigation of fraud, reconciliation, dispute case and provide the recommendation.
Regularly reports daily, weekly, monthly, yearly to managements.
Own the responsible for all compliance related to scheme card rule, and regulatory procedure.
Perform other task as assigned by management.
Job Requirement
Bachelor degree in banking & finance or related field.
At least 5 years’ experience in card & e-payment finance management at bank and/or MFIs.
Managing and handling Visa Dispute & Fraud on VROL, handling VAAVRM, CAMS, VCAS.
Good at solving complaint skills, Influencing and negotiation skills and good time management skills and ability to multi-task.
Be able to communication in English language and good presentation/training skill.
Be available to travel to rural areas and work independently, organized, creative and attentive to details.
Computer literacy in Microsoft Offices, Excel and email.
Good integrity, positive attitude, helpful, high commitment, competence and motivation.
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