KEY RESPONSIBILITIES

Fraud Investigation

• Conduct investigation on cardholder dispute cases and suspicious merchants.
• Prepare Fraud Awareness Training for merchants.

Executing

• To complete fraud dispute promptly and ensure credit is given within stipulated turnaround time.
• To complete all disputes and to determine the granting of refund and/or write-off.
• To complete fraud recovery in accordance to chargeback and pre-compliance guidelines.
• To attend to cardholder inquiries and correspondences.
• To prepare analytical/MIS driven fraud/AMLA checking through exception reports to Team Lead
• To check daily exception reports
• To withhold merchant sales payments of fraudulent transactions.
• To recommend of termination on fraud prone merchants.

Administrative

• Assisting Team Lead in preparing documentation on hearing fixed by Financial Markets Ombudsman Service (FMOS) and/or other Consumer Tribunals on payment card fraud related cases.

Compliance

• Daily monitoring of exception reports to ensure compliance in accordance to prescribed guidelines, internal procedure and BNM guidelines and regulations.
• To ensure issuing fraud data are promptly and accurately reported to BNM, Visa International, MasterCard Worldwide and internal fraud database within the prescribed time frame.
• To ensure compliance with MATCH and VMSS reporting guidelines.
• To ensure compliance with G2 reporting guidelines