Dispute & Resolution

1. Handle and solve customer, agent and merchant’s disputes including investigate and liaise with external partner (police, legal advisor)
2. Ensure the quality and accuracy of team outputs within agreed timeframes and professional manner
3. Meeting requirement of service level agreement of dispute resolution processes
4. Provide advice to the team and support to solve customer complaints and dispute resolutions
5. Manage customer documents including non-compliance customer suspension, AML/CTF/sanctions screening, etc.
6. Regular coaching and feedback session to the rest of the team to improve standard processes and procedures
7. Give honest and direct feedback on what is going well and where improvement is possible

Settlement

1. Completion of daily processes related to money movement, user and merchant transactions
2. Coordinating with cross department processes, merchant team and other involved parties
3. Investigating problem/rejected transactions, as they relate to cash and share disbursements
4. Investigating and following up on unsettled disputes with all involved parties
5. Following established rules that support compliance and audit processes and escalating issues to manager
6. Assist in developing training guides and documentation of changing operational processes
7. Testing, logging issues and following up on resolved issues to ensure they have been completed correctly

Reporting

1. Responsible for daily, weekly and monthly report to line manager and other reports assigned by management