Senior Card Chargeback Manager
1 month ago
As a Senior Card Chargeback Manager at United Overseas Bank, you will play a key role in overseeing the end-to-end chargeback process, ensuring timely and accurate resolution of disputed transactions in compliance with schemes regulations and industry standards. This position requires strong leadership and management skills, as well as the ability to communicate effectively with internal and external stakeholders.
Responsibilities
• Supervise and manage a team of chargeback specialists
• Oversee the end-to-end chargeback process, plan and manage resources to ensure timely and accurate resolution of disputed transactions
• Review and approve complex or escalated chargeback cases
• Provide regular training to equip the team with strong foundation in chargeback related processes and knowledge
• Lead and coach staff to a high standard of performance, productivity and service quality
• Communicate effectively and maintain good rapport with internal and external stakeholders for effective and timely dispute resolutions or to address any customer/operational issues
• Prepare and analyze data for management reporting and ensure operation procedures are kept up-to-date; identify opportunities for process improvement to streamline chargeback processes, improve productivity and enhance customer experience
• Conduct internal reviews / tests to ensure Bank's policies, guidelines, operations control and compliance requirements are strictly adhered to
Requirements
• Bachelor Degree with 5 to 10 years of retail banking operations, especially in Cards Charge Back processing and/or Unsecured Operations
• Sound knowledge of Cards schemes dispute rules
• Experience in change management projects, including successful RPA and automation implementations
• Strong organizational and management skills
• Strong analytical and problem solving skills
• Strong interpersonal and communication skills
About United Overseas Bank
United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of over 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. Our history spans over 80 years, and we have been guided by our values - Honorable, Enterprising, United and Committed. We strive to do what is right, build for the future, work as one team and pursue long-term success.
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