Card Operations Assistant Manager

3 weeks ago


Hong Kong, Central and Western District, Hong Kong SAR China ZA Bank Full time
Job Title: Card Operations Assistant Manager

ZA Bank is seeking a highly skilled and experienced Card Operations Assistant Manager to join our team. As a key member of our Card Operations team, you will be responsible for handling all charge back requests raised by card holders, ensuring timely and accurate resolution of disputes, and providing excellent customer service.

Key Responsibilities:
  • Handle all charge back requests raised by card holders, including Retail and Corporate.
  • Study charge back case details, determine the correct reason code, and perform the charge back.
  • Monitor incoming charge back, re-presentment of charge back case, and liaise with internal team for necessary supporting documents.
  • Communicate with customers via email, phone call, and letters to follow up on supporting documents, dispute outcome, and status.
  • Handle customer inquiries, feedbacks, and complaints regarding dispute cases or other correspondences.
  • Strictly follow standard operational procedures and compliance with HKMA regulatory requirements or charge back guidelines governed by card associations (VISA).
  • Provide timely and accurate management information as required.
  • Assist in updating Card Dispute Handling related procedures.
  • Assist in conducting UAT on system and other ad hoc projects.
Requirements:
  • Diploma holder in a related field.
  • At least 2 years of experience in the banking sector, with more than one year of experience in chargeback processing. Preferred experience in Corporate Card sector.
  • Knowledge of VISA Card association compliance requirements.
  • Good command of both written and spoken English and Chinese, with Putonghua proficiency an advantage.
  • Strong analytical skills and PC knowledge.


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