Fraud Monitoring & Chargeback Operation (PG & Instore) Senior Executive

This role focuses on providing fraud and chargeback monitoring and checking. Liaising with merchants and relevant acquirers to close any chargeback cases. Ensuring fraud cases is minimized by working closely with fraud system provider and Fraud Officer

As the team expands, this position will also take on a functional leadership role, ensuring smooth task delegation, coaching, and operational excellence of junior staff.

The job holder duties and responsibilities shall include: -

• Act as the operational expert in any cases related to fraud and chargeback for both Payment Gateway and instore card transactions
• Resolve cases of chargeback with merchants plus acquirers and ensuring chargeback cases are resolved within SLAs
• Work with Fraud Officer to implement SOP and governance that minimize our chargeback transaction numbers as required by acquirers / schemes
• Reporting and postmortem of chargeback cases to identify root causes and improve upon them
• Resolve cases of fraud with merchants plus acquirers and ensuring fraud cases are resolved within SLAs
• Work with Fraud Officer and anti-fraud system vendor to implement system rules and logic together with proper governance that minimize our fraud transactions numbers as required by acquirers / schemes
• Prepare periodic reporting and postmortem of fraud cases to identify root causes and improve upon them
• Monitor daily merchant transaction volume and identify high risk and potential fraud transactions based on fraud system
• Identify traits for high-risk merchants and work with merchants to improve performance
• Maintain and update internal support documentation, standard processes, and SOPs for merchant fraud monitoring and chargeback operations
• Actively engage and consult Fraud Officer and Risk and Compliance Officer to discuss SOP and operational constraint to improve upon them
• Provide functional guidance to executives under the team if/when the team expands. Assign tasks, monitor workloads, and conduct reviews of performance and SLA compliance.

KEY RESULT AREAS

• Efficient ticket resolution and SLA adherence
• Timely escalation and resolution of fraud/chargeback issues
• Positive acquirers feedback and reduced escalation rate
• Functional leadership preparedness and knowledge sharing
• Data-driven reporting on fraudl and chargeback performance

WORK EXPERIENCES

• Minimum 5 years of experience in fraud and chargeback operational role
• Familiar with Payment Gateway and instore POS terminal environments, fraud trends and signs, chargeback process and acquirer systems.
• Prior experience in handling chargeback queries and fraud monitoring tools
• Work with fraud system previously and able to take on rules setting and implementation
• Excellent communication and escalation handling skills