Job Description
Project Title:
- Project Hires to handle Cards Dispute processes for another 5 months (extension)
Project Objective:
- To be able to support the Cards disputes volume of 8,225 per month until automation is implemented
Project Description:
- Project Hires will support the day-to-day operations related to Cards Disputes. They will be in-charge of analyzing and processing card transactions endorsed for chargeback processing, including retrieval requests.
- Ensures accuracy and compliance of chargeback processing to prescribed time frames, documentation, rules, and regulations set by Visa and MasterCard. Responsible for monitoring, reconciliation, and reports preparation of outstanding and resolved chargeback items as well as fulfillment of other reportorial requirement.
- Some tasks are highly manual but can be automated to improve efficiency and reduce workload. Full automation has the potential to release up to 5 Project Hires (PHs).
- Initially proposed in 2024, the project was deprioritized due to the LD2 migration. Re-proposed in 2025, it was again deferred in favor of an RPA (Robotic Process Automation) approach.
- The RPA solution is currently in its early stages, with the solutioning team still assessing feasibility and requirements. Once implemented, RPA is expected to release 3 PHs.
Risks if Resources Are Not Hired
Customer Impact:
- Delays in processing disputed transactions may lead to customer dissatisfaction.
- All disputes must be filed within the Association's policy timeframe.
Financial Exposure:
- If disputes are not filed within the allowed timeframe, the bank becomes liable for the chargeback amount.
- This can lead to direct financial losses and increased operational risk
Project Deliverable:
Chargeback Processing
- Receives and checks completion of requirements for chargeback processing of dispute cases from Customer Care Unit.
- Facilitates chargeback processing (as applicable) on dispute cases that are within prescribed chargeback timeframes and fulfills other requirements indicated in the Visa and MasterCard Dispute Resolution operating guidelines.
- Monitors chargeback processing timeframes, thoroughly validates correctness of representments from Acquiring banks, determines disposition, and coordinates case feedback and resolution to pertinent units
- Endorses fraud transactions determined from chargeback processing and analysis to Anti- Fraud Unit for validation and further investigation
- Facilitates transfer of balances requested by Anti-Fraud Unit for fraud transactions approved for bank absorption
Monitoring, Reconciliation and Reporting
- Monitors and reconciles outstanding chargeback items on Chargeback GL for Service Level monitoring and other reportorial requirements.
- Prepares required reports on received, resolved and outstanding dispute cases and others items as needed.
- Distribute work load/assignment to existing outsourced manpower (OSP) in compliance to PCIDSS rules.
- Conducts regular monitoring of high ageing items/cases to close out these items nearing end of SLA.
- Attends to other duties which may be assigned from time to time
Duration of the Engagement:
