Job description:
Position Summary
The Customer Resolution & Reconciliation (CRR) Senior Associate is responsible for supporting the end-to-end operational management of settlement reconciliation, dispute resolution, chargebacks, and exceptional handling across NETS payment products and acquiring channels.
The role supports both operational stability and transformation initiatives by ensuring timely reconciliation, accurate investigation, and effective resolution of transaction discrepancies and customer disputes.
This position requires strong operational discipline, analytical thinking, and the ability to independently manage high-volume operational cases while working closely with internal stakeholders, banks, merchants, schemes, and external partners.
This role is also expected to provide functional guidance, operational leadership, and day-to-day coordination support to junior team members.
Responsibilities
1. Settlement Reconciliation
- Perform daily reconciliation and settlement verification across NETS products, acquiring channels, and payment platforms
- Investigate reconciliation breaks, settlement discrepancies, unreconciled transactions, and exceptions within established service levels
- Ensure timely (daily) identification, (daily) escalation, and resolution of operational issues to minimize financial and operational risks
- Support settlement validation processes across domestic and cross-border payment flows
2. Dispute Resolution & Chargeback Operations
- Manage end-to-end dispute resolution and chargeback handling activities across card schemes and payment channels
- Investigate disputed transactions, retrieval requests, merchant claims, and operational exceptions accurately and within defined timelines
- Coordinate with merchants, banks, internal stakeholders, and external partners to facilitate case resolution
- Ensure proper documentation, evidence management, and audit traceability for all dispute-related activities
3. Exceptional Handling & Case Management
- Handle high volumes of operational exceptions and customer-impacting incidents daily
- Perform detailed transaction analysis and root-cause investigations independently
- Monitor ageing cases and drive timely closure to maintain operational efficiency and service standards
- Support operational recovery activities and incident management where required
4. Operational Reporting & Continuous Improvement
- Support operational reporting, performance tracking, and management updates relating to reconciliation and dispute operations
- Identify operational gaps, recurring exceptions, and process inefficiencies, and recommend improvement opportunities
- Participate in operational improvement, automation, and transformation initiatives including reconciliation centralization and workflow enhancements
- Support UAT, process documentation, and implementation activities for operational and system enhancements
5. Stakeholder & Cross-Functional Collaboration
- Work closely with internal operations teams, technology teams, banks, merchants, and external partners to support operational delivery
- Communicate operational issues, findings, and recommendations clearly and professionally
- Support knowledge sharing and cross-training initiatives within the department
- Actively contributes to operational resilience and team effectiveness
6. Team leadership & Operational Coordination
- Provide day-to-day operational guidance and support to junior members across reconciliation and dispute resolution functions
- Support workload coordination, prioritization, and knowledge sharing across teams
- Assistant department lead in driving operational discipline, service standards and process consistency
- Act as a point of escalation and reference for complex cases and exceptional handling
Requirements
- Bachelor's degree in Business, Banking & Finance, Accounting, Information Systems, or related discipline
- 5–8 years of relevant working experience, with at least 3–5 years in Reconciliation, Dispute Resolution, Chargebacks, Payments Operations, or related operational disciplines
- Prior experience in mentoring junior staffs, coordinating operational process, supporting team leadership functions will be advantageous
- Strong hands‑on experience with MS Suite & Analytical tools. (e.g. Advance Excel, Power BI, Tableau, QuickSight)
- Strong attention to detail, data accuracy, and reporting consistency
- Experience in payment operations, acquiring, card schemes, or financial transaction processing environments is preferred
- Strong analytical and problem-solving skills with the ability to manage operational exceptions independently
- Ability to manage high-volume operational cases with strong attention to detail and accuracy
- Good understanding of reconciliation processes, operational controls, and dispute handling workflows
- Exposure to payment schemes, merchant acquiring, settlement operations, or crossborder payment operations will be advantageous
- Proficient in Microsoft Excel and operational reporting tools; knowledge of Power BI or automation tools is an advantage
- Strong communication and stakeholder management skills
- Independent, resourceful, and able to seek answers through all available channels and information sources
- Able to work in a fast-paced operational environment with strong ownership and accountability
