Processing Officer

Responsibilities (Maker and Checker role)

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:

• Performing necessary pre-checks before processing a chargeback request
• Reviewing whether transaction (transaction type, chargeback reason, timeframe and documents received) met the chargeback requirements set by Card Associations
• Following up with customer/merchant for any clarification or missing documents
• Performing the correct action required (Fraud reporting / Retrieval / Chargeback / Representments / Pre-arbitration / Arbitration / Pre-Compliance / Compliance) via internal bank system or Card Association platforms
• Updating the chargeback details / action date / status in internal bank system and Excel Case Registers
• Uploading / Downloading of chargeback documentation via the Card Association platform
• Process financial adjustments if required (temp credit / temp credit reversal / deduction of chargeback amount) and updating customer/merchant via letter/ email
• Creating / Reconciliating the financial general ledger entries generated during the process
• 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
• Follow up on outstanding activities such as closure of chargeback cases, rejection reports and
• Updating volume of the worked / incomplete / outstanding activities daily
• Pre-processing / Post-processing (reconciliation of cases received, mailing / filing of documents, retrieval of reports, checking and updating of case status)
• Ad hoc activities such as archival, liaising with Card Associations on chargeback rules, logging service ticket for system issues and answering general ledger enquiries
• Replying to general chargeback queries customer/merchant might have regarding the transaction posted on the card
• Liaising with internal departments regarding customer/merchant enquiries, special handling, clarification and exception cases
• Manage ad-hoc project assigned by Team Manager
• Escalate any discrepancy / deviation to the Team Manager
• Assist Team Manager with various systems' testing and prepare go-live documentation (e.g. Standard Operating Procedure)
• Continuous review and improvement of processes to improve customer experience and TAT
• Cross training via various functions at different locations to optimize team resources

Requirement

• Experience in financial institutions, with Credit operations or knowledge would be an added advantage
• Proficient in Microsoft office 365 i.e. Excel
• Proficiency in English & Mandarin (read, written and spoken) as the work requires communications to be done in both Mandarin and English

Interested candidates may apply through the application system. We regret to inform only Shortlisted candidates will be notified.

PERSOL Singapore Pte Ltd
• RCB No E
• EA License No. 01C4394 
• EA Registration No. R Derrick Tiew Yong Han)

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