AVP (Sr Exec), Chargbk (ISS) Officer, COPC

Company: 2201 United Overseas Bank (Malaysia) Bhd

About UOB

United Overseas Bank Limited (UOB) is a leading bank in ASEAN with a global network in Southeast Asia, Asia Pacific, Europe and North America. Operating through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia, Thailand and Vietnam, we have a global network of about 430 branches and offices in 19 markets. At the heart of UOB is our culture, shaped by the UOB Way and anchored on our four values – Honourable, Enterprising, United and Committed. For more than 90 years, these values have guided how we do right by our customers, collaborate with one another and create long-term value for the communities we operate in. As One Bank, we are committed to helping our colleagues build sustainable careers grounded in purpose, supported by strong values, and enriched with meaningful opportunities to grow.

Job Description

The Senior Chargeback Officer is responsible for managing complex credit card dispute and chargeback cases while ensuring full compliance with card scheme regulations, regulatory requirements, internal policies, and established service standards. The role requires strong analytical and problem-solving skills, in-depth technical knowledge of dispute processes, and the ability to lead initiatives that enhance operational efficiency and risk control.

Key Responsibilities

• Manage end-to-end processing of complex and escalated credit card disputes and chargebacks, ensuring accuracy and timeliness.
• Conduct investigations, analyze transaction data, and recommend resolutions to minimize financial losses and risks.
• Ensure compliance with card scheme rules, regulatory requirements, and internal policies.
• Collaborate with internal teams and external stakeholders to resolve disputes and manage escalations.
• Perform quality checks on cases and maintain proper documentation in line with audit standards.
• Perform reconciliation activities and ensure accuracy of general ledger entries related to chargeback transactions.
• Handle escalated cases, including those referred to the Financial Markets Ombudsman Service, ensuring professional and well-documented responses.
• Drive process improvements, enhance operational efficiency, and support system enhancements.
• Provide guidance and mentoring to team members, acting as a subject matter expert.
• Support audits, compliance reviews, and regulatory reporting requirements.
• Under take ad-hoc tasks and assignments as assigned by Team Leader or Unit Head.

Job Requirements

• Bachelor’s Degree in Finance, Business Administration, or related field.
• Minimum 7 years of experience in card operations, chargebacks, or dispute management.
• Strong knowledge of card scheme rules (e.g. Visa and Mastercard).
• Strong analytical, problem-solving, and attention-to-detail skills.
• Good communication and stakeholder management skills.
• Ability to work independently and manage multiple priorities under tight deadlines.
• Leadership or supervisory experience is an added advantage.

Additional Requirements

Be a Part of the UOB Family

UOB is an equal opportunity employer. UOB does not discriminate on the basis of a candidate's age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non-merit factors. All employment decisions at UOB are based on business needs, job requirements and qualifications. If you require any assistance or accommodations to be made for the recruitment process, please inform us when you submit your online application.

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