Job Description

Job description:

Responsibilities

Be our subject expert in our Card Operations. Ensure day-to-day operations comply with the regulatory and internal requirements. Collaborate with product, customer experience and business to create a robust operation process that delight our customers where it matters most. Leverage technology to drive a high degree of digitalisation and scalability. Card Management Monitor blank card & stationery inventory balance/maintenance in the systems. To escalate to the teamlead for threshold limit reach. To attend to query or confirmation required from the Card Service provider on embossing, delivery & return card status. Card Settlement Monitor daily MasterCard & Paynet settlement received as per standard scheduled by the card scheme. Monitor & ensure settlement was auto-created in the system as per scheduled and attended by the Payment Operations. To escalate on any delay in processing to the team lead and ensure action taken to resolve the issue. Card Transaction Reconciliation Monitor Daily Card Reconciliation case auto-created in the system as per scheduled. Check & confirm parent case created with sufficient files ingested & child case match the Unrecon item (if any). Maker/Checker to the child case item by reconfirming transaction status before proceed with credit/debit remarks. To escalate/liaise with service provider for clarification/confirmation required on the reconciliation item. Card Dispute /Chargeback Monitor and attend to incoming dispute / chargeback received from Mastercard or Paynet. Ensure incoming dispute raised by the card scheme being attended and respond within the SLA. Review and analyst dispute raised by customer through Customer Experience team via system. Confirm and proceed to service provider for chargeback issuance (if eligible for chargeback) To monitor chargeback status from time-to-time and update Customer Experience. Card General Enquiry To attend to the General Enquiry case raised by Customer Experience. Analyze and to respond within the SLA. Ensure case analyse thoroughly and respond to Customer Experience within the SLA. User Acceptance Test (UAT) To attend to Cards related UAT as per timeline set. Ensure UAT Test Script is updated correctly and review the team lead.

Requirements

Passionate about solving problems - possesses a relentless need for investigation and data exploration. Use your problem-solving skills to foresee obstacles and proposed changes to the operation process. At least 2 years of experience in Card operations, journey mapping and process optimization Strong foundation in design thinking and human centric methodologies A thorough understanding of the latest process enhancement strategies and experience applying related to Cards industry A sharp eye for identifying weak points in processes and workflow structures A strategic and analytical mindset as you will have to critically evaluate individual processes and iterations, then synthesize their insights An excellent communicator with top-notch presentation skills as you will often hold presentations, lead brainstorming sessions and trainings, and create reports Must be organized and committed to meeting deadlines as you will spearhead both the planning and implementation Comfort in dealing with ambiguity and operating in a fast-changing, unstructured environment Confidence in your abilities to lead organizational change.
Job Types: Full-time, Contract
Contract length: 12 months

Pay: RM2,600.00 - RM4,500.00 per month

Benefits:

Health insurance Maternity leave Opportunities for promotion Professional development
Work Location: In person