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Assistant Manager, Merchant Risk (Dispute & Chargeback)
LOCATION: Plaza Sentral, Kuala Lumpur
Roles & Responsibilities:
Responsibilities:
We are an Equal Opportunity Employer. Our recruitment philosophy is to recruit people with whom we can build a strong, mutually beneficial and lasting relationship. We welcome applicants from all backgrounds and identities, irrespective of race, religion, ethnicity, gender or disability.
- Lead and oversee the end-to-end dispute and chargeback process, ensuring all cases are handled accurately and within card scheme and regulatory timelines while providing guidance to the team on complex cases.
- Review, investigate, and validate dispute/chargeback claims by analysing transaction data, loss trends, and root causes, and drive the preparation and submission of complete, compelling evidence for representments and arbitration.
- Develop and implement preventive strategies by guiding merchants on dispute/chargeback reduction measures and monitoring high‑risk merchants to ensure thresholds are not breached.
- Act as a key liaison with internal stakeholders, external partners, acquirers, and card schemes to resolve dispute/chargeback matters and ensure alignment on policy and process expectations.
- Stay current with internal product changes, industry trends, regulatory updates, and card scheme rules to strengthen the organisation’s dispute management capabilities.
Responsibilities:
- Possess at least a Bachelor's Degree in Business, Finance, Banking, Risk Management, or a related field.
- Minimum of 3 years of experience in dispute handling, chargebacks, fraud operations, merchant support, payment operations, or a similar function.
- Good understanding of card scheme rules, payment regulations, and dispute/chargeback lifecycle (Visa, Mastercard, FPX, etc.).
- Strong knowledge of CDD, EDD, AML/KYC concepts related to merchant transactions.
- Familiarity with high‑risk industries and relevant licensing or compliance requirements.
- Ability to review and prepare compelling evidence (PODs, receipts, delivery logs, system records) for representment and arbitration.
We are an Equal Opportunity Employer. Our recruitment philosophy is to recruit people with whom we can build a strong, mutually beneficial and lasting relationship. We welcome applicants from all backgrounds and identities, irrespective of race, religion, ethnicity, gender or disability.
Date Posted : 19 May 2026
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Assistant Manager, Merchant Risk (Dispute & Chargeback)
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