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CBS - CHARGEBACK ASSOCIATE

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Position Title:  Chargeback Associate

Job Summary

  • The position is responsible for ensuring that all tasks related to pre-filing of retrieval requests and chargebacks are accurately handled. The jobholder is also responsible for handling proper communication with cardholders and merchants, exchanging of documentation in the card scheme portal and accurate and efficient handling of ad hoc tasks as and when assigned by Chargeback Unit Management.

 

Specific Duties & Responsibilities

  • Ensure all tasks related to pre-filing of chargebacks are accurately handled
  • Handles case creation in PRIME Dispute Manager, handling of incoming cardholder/merchant dispute documents, thorough review and resolution of follow-up cases coursed through iFREND within the agreed timeframe
  • Assess and determine the completeness of chargeback supporting documentation and requirements and coordinate with the cardholders, point persons or units in-charge if insufficient
  • Prepares and sends proper communication with cardholders and merchants alike, which will involve call-out to the cardholders/merchants to validate information and documentation, sending of chargeback/representment documents and other feedback letters to cardholders/merchants via email or mail, daily preparation and sending of Email/SMS files for broadcast, daily management of Chargeback Mailbox/Email Management System
  • Manages the exchange of documentation in the card scheme portal and related tasks to this. This will involve extraction and sending of chargeback/representment documentation in the card scheme portal according to agreed turnaround time, daily updating of the Acquiring Chargeback database that contain Chargeback, Representment, Pre-Arbitration/Arbitration, and Pre-Compliance/Compliance cases.
  • Accurate and timely resolution of iFrend dispute follow-up entries
  • Accurate and complete creation and allocation of dispute cases in PRIME Dispute Manager
  • Daily saving and proper endorsement of cardholder dispute related documentation and queries received via the Chargeback shared mailbox to the respective analyst handling the dispute case/s or supervisor for proper handling and resolution.
  • Re-opening of dispute case in PRIME Dispute Manager when pertinent documents are received from the cardholder for a previously resolved/closed case due to non-receipt of supporting documents.
  • Daily saving and proper endorsement of merchant dispute related documentation and queries received via EMS to the respective analyst handling the dispute case/s or supervisor for proper handling and resolution
  • Daily updating of the database that contain chargebacks, pre-arbitration/arbitration, pre-compliance/compliance cases

Accurate and efficient handling of ad hoc tasks as and when assigned by the immediate supervisor or the Chargeback Section Head

 

 

Qualifications:

  • Bachelor’s degree holder; preferably graduate of business course

  • Proficient in the following Microsoft applications: Word, Excel and PowerPoint
  • Experience in chargeback or dispute resolution from a financial institution is an advantage
  • Good oral and written communication skills
  • Willing to report onsite 100%

 

Other Details:

Rank: Rank and File

Unit: Consumer Business Sector / Credit Operations Group / Authorizations, Fraud, and Chargeback Department

Location:  Ayala, Makati 

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