ABA Bank

Dispute Resolution Officer

Generalបានបង្ហោះ 1 d ago

Location

Head Office

Job Type

FULLTIME

Experience

Fresh Graduate

Experience level

កម្រិតដំបូង

Work Mode

On-site

Industry

ធនាគារ

Languages

Khmer, English

ការពិពណ៌នា

To investigate, process, and resolve cardholder disputes in accordance with applicable card scheme regulations, internal procedures, and regulatory requirements, while ensuring fair and accurate handling, as well as timely resolution for customers in accordance with established service level agreement (SLAs).
Implement Card disputes handling procedures established by the Bank in order to resolve clients’ issues regarding Card Payment channels.
Receive and review card dispute claims from cardholders.
Support customer inquiries related to card disputes (ecommerce purchase, POS purchase, withdrawal, QR scan, card transfer, refund and abnormal transaction).
Obtain dispute information and support documents from clients (ABA cardholders) for further analysis and dispute processing by contacting clients and relevant teams directly and taking appropriate follow-up actions.
Analyze transaction records and supporting evidence.
Identify unauthorized, fraudulent, duplicate, processing error, and service-related disputes, etc. Determine dispute eligibility and the applicable reason code. then seek approval for dispute initiation.
Prepare documentation and process chargebacks through card scheme systems (VISA Card, Master Card, UPI Card).
Process assigned representment, pre-arbitration, and arbitration cases, as well as other dispute-related actions.
Monitor dispute lifecycle from initiation to closure.
Check and process all the dispute cases submitted by cardholders on a daily basis to ensure no cases are left out or overlooked.
Update dispute status in tracking systems and reports.
Provide timely updates regarding dispute status and resolution outcomes.
Request credit process for successful dispute transactions.
Implement card disputes handling process established by the Bank in order resolve clients’ issues regarding card transactions.
Collaborate with relevant teams and communicate with merchants, acquirers, processors, and card schemes when required.
Handle the dispute from beginning to end and ensure the case is closed or resolved with an amicable solution while maintaining a healthy resolution timeframe.
Immediately escalate urgent or complex cases needed to be resolved to higher authority, considering the level of urgency and importance to the Bank’s operations, reputation and clients’ demands.
Handle tasks assigned by Line Manager.

លក្ខខណ្ឌតម្រូវការងារ

Undergraduate or fresh graduate in Banking, Finance, Administration, Accounting, Economics, Law, or a related field.
Fresh graduates are welcome to apply.
Basic Microsoft Office and Bank Software.
Ability to use and communicate in both Khmer and English.
Good customer service and communication skills.
Knowledge of critical thinking and problem solving.
Ability to multitask and manage time.
Ability to adapt, under pressure, and be flexible.
Strong dedication to details and accuracy.

ជំនាញចាំបាច់

BankingFinanceAdministrationAccountingEconomicsLawMicrosoft OfficeBank SoftwareKhmerEnglishCustomer ServiceCommunication skillsCritical thinkingProblem solvingMultitaskTime managementAdaptabilityWorking under pressureFlexibilityAttention to detail

កាលវិភាគការងារ និងភាពបត់បែន

Schedule:standard

Start date:Flexible/ASAP

អំពី ABA Bank

ABA Bank is a leading financial institution in Cambodia, offering a wide range of banking services.

Industry

ធនាគារ

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បញ្ជូនអ្នកទៅកាន់គេហទំព័រក្រុមហ៊ុនដើម្បីដាក់ពាក្យ។

ដាក់ពាក្យឥឡូវ

ការពិពណ៌នា

To investigate, process, and resolve cardholder disputes in accordance with applicable card scheme regulations, internal procedures, and regulatory requirements, while ensuring fair and accurate handling, as well as timely resolution for customers in accordance with established service level agreement (SLAs).
Implement Card disputes handling procedures established by the Bank in order to resolve clients’ issues regarding Card Payment channels.
Receive and review card dispute claims from cardholders.
Support customer inquiries related to card disputes (ecommerce purchase, POS purchase, withdrawal, QR scan, card transfer, refund and abnormal transaction).
Obtain dispute information and support documents from clients (ABA cardholders) for further analysis and dispute processing by contacting clients and relevant teams directly and taking appropriate follow-up actions.
Analyze transaction records and supporting evidence.
Identify unauthorized, fraudulent, duplicate, processing error, and service-related disputes, etc. Determine dispute eligibility and the applicable reason code. then seek approval for dispute initiation.
Prepare documentation and process chargebacks through card scheme systems (VISA Card, Master Card, UPI Card).
Process assigned representment, pre-arbitration, and arbitration cases, as well as other dispute-related actions.
Monitor dispute lifecycle from initiation to closure.
Check and process all the dispute cases submitted by cardholders on a daily basis to ensure no cases are left out or overlooked.
Update dispute status in tracking systems and reports.
Provide timely updates regarding dispute status and resolution outcomes.
Request credit process for successful dispute transactions.
Implement card disputes handling process established by the Bank in order resolve clients’ issues regarding card transactions.
Collaborate with relevant teams and communicate with merchants, acquirers, processors, and card schemes when required.
Handle the dispute from beginning to end and ensure the case is closed or resolved with an amicable solution while maintaining a healthy resolution timeframe.
Immediately escalate urgent or complex cases needed to be resolved to higher authority, considering the level of urgency and importance to the Bank’s operations, reputation and clients’ demands.
Handle tasks assigned by Line Manager.

លក្ខខណ្ឌតម្រូវការងារ

Undergraduate or fresh graduate in Banking, Finance, Administration, Accounting, Economics, Law, or a related field.
Fresh graduates are welcome to apply.
Basic Microsoft Office and Bank Software.
Ability to use and communicate in both Khmer and English.
Good customer service and communication skills.
Knowledge of critical thinking and problem solving.
Ability to multitask and manage time.
Ability to adapt, under pressure, and be flexible.
Strong dedication to details and accuracy.