Card Dispute Resolution Specialist
- Ho Chi Minh
- Fulltime
- 25-Payment Services-0046
We are looking for a highly skilled Card Operations and Dispute Resolution Specialist to lead the design, implementation, and optimization of dispute handling processes for card transactions. This role involves designing and enforcing robust frameworks for resolving disputes, establishing clear onboarding criteria for merchants, and overseeing both processes to ensure compliance, efficiency, and accountability. A key responsibility is driving cross-functional collaboration between internal teams and external stakeholders, including NAPAS, card networks, banks, and merchants, while maintaining the highest operational standards.
What you will do
- Dispute Process Development
- Design and implement comprehensive dispute resolution processes with NAPAS, card networks, and partner banks.
- Establish enforceable frameworks with merchants, including SLAs, liability guidelines, and communication protocols.
- Collaborate with internal teams to ensure smooth integration and execution of processes.
- Merchant Onboarding for Card Payment Gateway
- Define and enforce clear onboarding conditions for merchants, focusing on compliance and operational readiness.
- Create and manage a checklist of required documentation and approval criteria.
- Monitor and oversee the onboarding process to ensure merchants meet all regulatory and scheme-specific requirements.
- Internal Process Alignment and Execution
- Build workflows to align internal teams with onboarding and dispute handling procedures.
- Facilitate collaboration across teams to resolve operational challenges and maintain compliance.
- Review and optimize processes regularly based on stakeholder feedback and regulatory updates.
- Case Management and Complex Issue Resolution
- Directly handle escalated or complex dispute cases, conducting in-depth investigations and delivering resolutions.
- Provide insights from disputes to improve processes and reduce recurring issues.
- Act as the escalation point for critical issues, coordinating with both internal and external stakeholders.
- Stakeholder Collaboration and Monitoring
- Work closely with merchants and partners (NAPAS, card networks, and banks) to ensure compliance with agreed processes.
- Maintain strong relationships to streamline operations and facilitate issue resolution.
- Track and report on dispute and onboarding performance metrics to drive continuous improvement.
What you will need
- Minimum 5 years of experience in dispute resolution, card transaction handling, or merchant onboarding, preferably from a top acquiring bank in Vietnam.
- Proven expertise in designing and implementing dispute frameworks and merchant onboarding processes.
- Strong understanding of the payment ecosystem, including NAPAS, card networks, acquiring processes, and merchant compliance requirements.
- Exceptional problem-solving skills with the ability to manage escalated cases and complex scenarios.
- Strong communication, negotiation, and cross-functional collaboration abilities.
- Bachelor’s degree in Finance, Banking, or a related field.
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