Dispute Analysis Specialist

Responsibilities

• Perform a management process in the dispute analysis department to carry out functions processing every case that comes from work units where fraud opportunities usually occur through internal and external analysis and procedures.
• Ensuring that the incoming dispute is in accordance with the wishes of the customer without sacrificing the genuine sales volume of the card.
• Ensuring that relevant parties understand the desired expectations in the rebuttal
• Ensure that each case handling meets the agreed SLA.
• Ensuring the fulfillment of the complaints criteria and dispute recording reports (KRI)
• Ensure customer objections receive a response in accordance with OJK / BI regulations through the use of temporary credit
• Approve the process of requesting retrieve / chargeback documents to the relevant department to resolve the objection submitted by the customer
• Approving the write off transactions rebuttal process in accordance with the DA for settlement of TMM and MMU
• Reviewing the Early Write Off submission process in accordance with the customer's objection and meeting the applicable DA Write Off
• Ensure customer rebuttals can be resolved without hurting the customer experience
• Ensuring the customer's understanding of the refuted transactions so that the loan volume can be saved
• Review daily dashboard Dispute Analyst Team

• Bachelor's degree
• Have experience on Chargeback process or dispute handling
• Have knowledge on transaction process (specifically card business)
• Proficient using MS. Excel, have additional knowledge in SAS or MS. Access will be an advantage