Senior Dispute Officer
Fraud Operation, Fraud Management - True Money
Responsibilities
- Review and assess transaction dispute cases and serious customer complaints upon receipt, prepare case records and required documentation, and ensure all cases are handled in accordance with the established Service Level Agreement (SLA).
- Investigate customers profile and account activities, transaction history, and other relevant information, including contacting customers to obtain additional details when necessary, in order to identify irregularities and provide investigation findings and recommendations to the supervisor or relevant teams for further action.
- Coordinate with relevant internal teams to collect and consolidate information related to customer accounts, transactions, accounting records, or other supporting evidence required for dispute resolution.
- Prepare and present investigation summaries, case progress reports, and management reports on a periodic basis, while ensuring that significant incidents are escalated and reported immediately in accordance with the Company's reporting requirements.
- Perform other duties related to transaction dispute investigations, handling, or other assignments as delegated by the supervisor.
Qualifications
- Bachelor's degree in Political Science, Criminal Justice, Criminology, Finance, Accounting, Law, or a related discipline.
- At least 2–3 years of experience in Fraud Investigation, Transaction Investigation, Dispute Management, Complaint Resolution, Customer Experience, Internal Audit, Risk Operations, or related functions.
- Excellent customer service and interpersonal skills, with the ability to communicate effectively with customers, handle sensitive situations professionally, and respond appropriately with good judgment and composure.
- Experience in the Banking, Financial Services, FinTech, or Electronic Payment industry is preferred.
- Strong analytical thinking and problem-solving skills.
- Proficient in Google Workspace (Gmail, Sheets, Docs, and Slides).
- Detail-oriented and able to work under pressure.
- Able to work collaboratively with cross-functional teams.
