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Ops - Processing Officer beginner

2 weeks ago

Singapore Rapsys Technologies Full time

Resolving Singapore / Hong Kong customer/merchant’s charge disputes by correctly processing the end-to-end related activities according to different Card Associations (Visa, Mastercard, Amex, UnionPay, and JCB) chargeback rules and timeframe.

These include:
1. Performing necessary pre-checks before processing a chargeback request
2. Reviewing whether the transaction (transaction type, chargeback reason, timeframe, and documents received) met the chargeback requirements set by Card Associations and translating Mandarin to English
3. Following up with customer/merchant for any clarification or missing documents
4. Performing the correct action required (Fraud reporting / Retrieval / Chargeback / Representments / Pre-arbitration / Arbitration / Pre-Compliance / Compliance) via internal bank system or Card Association platforms
5. Updating the chargeback details/action date/status in the internal bank system and Excel Case Registers
6. Uploading / Downloading chargeback documentation via the Card Association platform
8. Creating / Reconciliation the financial general ledger entries generated during the process
9. Perform weekly monitoring and updates on outstanding cases reflected in internal bank system queues / Aging Reports / General Ledger listings / Card Association Platforms and action on the cases before it is due
10. Follow up on outstanding activities such as the closure of chargeback cases, rejection reports and
11. Updating volume of the worked / incomplete/outstanding activities daily
12. Pre-processing / Post-processing (reconciliation of cases received, mailing/filing of documents, retrieval of reports, checking and updating of case status)
13. Ad hoc activities such as archival, liaising with Card Associations on chargeback rules, logging service tickets for system issues, and answering general ledger inquiries
14. Replying to general chargeback queries customer/merchant might have regarding the transaction posted on the card
15. Liaising with internal departments regarding customer/merchant inquiries, special handling, clarification, and exception cases
16. Manage/participate in the ad-hoc project, UAT, BCP, DRP, and Live Verification assigned by Team Manager
17. Escalate any discrepancy/deviation to the Team Manager
18. Assist Team Manager with various systems’ testing and prepare go-live documentation (e.g. Standard Operating Procedure)
19. Continuous review and improvement of processes to improve customer experience and TAT
20. Cross training via various functions at different locations to optimize team resources

Requirement
1. Min. 2 years of experience in financial institutions, with Credit operations or knowledge would be an added advantage
2. Proficient in Microsoft office 365 i.e. Excel
3. Ability to multitask and handle different activities with different timelines
4. Good team player
5. English & Mandarin (read, written, spoken, translation)
6. Positive thinking and ability to work with diversity
7. Able to work independent

**Job Types**: Full-time, Permanent