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Chargeback Dispute Specialist

3 weeks ago

Singapore DCS CARD CENTRE PTE. LTD. Full time

DCS Card Centre is an innovative and forward-looking payments fintech firm that provides value-added card services with the most advanced technology to our customers and partners.

We offer attractive remuneration packages and reward schemes, and invite talented individuals to join our big family.

We believe in empowering our people with opportunities to grow and to take charge of their career paths.

**Role: Chargeback Dispute Specialist**

**Position Overview**:
The Chargeback Dispute Specialist is responsible for managing and resolving credit card chargeback disputes initiated by cardholders, merchants, or financial institutions. This role requires a strong understanding of credit card transaction processes, dispute resolution regulations, and effective communication skills. The Chargeback Dispute Specialist plays a critical role in ensuring fair and accurate resolution of chargeback disputes while maintaining customer satisfaction and minimizing financial losses for the company.

**Key Responsibilities**:

- Investigate Disputes: Review and analyse credit card chargeback disputes to determine the validity of claims. Gather relevant transaction information, documentation, and evidence to support dispute resolution efforts.
- Communication: Communicate effectively with cardholders, merchants, and financial institutions to gather additional information, clarify details, and negotiate resolutions. Maintain a professional and customer-centric approach during all interactions.
- Documentation: Ensure accurate and comprehensive documentation of dispute cases, including correspondence, evidence, and actions taken. Maintain organized records to support audit and reporting requirements.
- Regulatory Compliance: Stay up-to-date with industry regulations, card network rules, and dispute resolution processes to ensure compliance and adherence to established guidelines.
- Collaboration: Work closely with internal departments, including Fraud & Authorisation, Customer Service and Finance, to gather information and insights that contribute to effective dispute resolution.
- Reporting & Risk Management: Generate regular reports on dispute trends, outcomes, and resolution timeframes. Provide insights and recommendations to improve dispute management processes. Able to identify patterns or trends in chargeback disputes that could indicate potential fraud or systemic issues. Escalate high-risk cases to appropriate teams for further investigation.
- Customer Service: Provide timely and accurate responses to customer inquiries related to chargeback disputes. Maintain a professional and empathetic approach to ensure customer satisfaction.

**Requirements**:

- Previous experience in credit card chargeback dispute resolution or related field is highly desirable.
- Strong understanding of credit card transaction processes, regulations, and card network rules.
- Excellent analytical skills with the ability to review and interpret transaction data and documentation.
- Effective communication skills, both written and verbal, with the ability to interact professionally with internal and external stakeholders.
- Detail-oriented mindset with exceptional organizational and documentation skills.
- Proficiency in using relevant software and tools for case management and data analysis.
- Ability to work independently, make informed decisions and manage multiple priorities effectively.
- Strong problem-solving skills and the ability to handle challenging situations with diplomacy.
- Commitment to maintaining confidentiality and data security.

We regret that only shortlisted applicants will be contacted.