Finance Officer (Refund)

Job Responsibilities

• Provide operational support to Customer Service Officers and DROs by addressing queries related to payment and refund matters.

• Investigate passenger complaints related to cashless payments via OPS UI, IBS, and the Adyen payment system.

• Ensure timely and accurate processing of refunds with the required supporting documentation, and verify that refund amounts are correctly computed in IBS chargeback.

• Update chargeback records in IBS upon completion of refunds.

• Compile trip details and prepare supporting evidence for credit card chargeback disputes for submission via the Adyen portal.

• Manage periods of system downtime by prioritising high volumes of refund processing and payment retriggering, ensuring prompt and accurate execution.

• Communicate directly with passengers to verify information and facilitate refund processing.

• Manage recurring reconciliation processes related to fleet partners (e.g. Gojek cashless transactions), working closely with Finance and IT teams to address partner enquiries.

• Monitor and track all pending cases and follow up with the Driver Affairs Department to ensure timely resolution.

• Coordinate with Kris+ on refund processing and passenger charge enquiries.

Job Requirements

• Minimum Diploma with at least 2 years of experience in Accounting, Finance and/or related field of study in a digital/cashless payments operations

• Proficient in MS Excel.

• Possess basic accounting knowledge and able to liaise with the Finance team for routine report updates.

• Adaptable and comfortable with changes to new software, procedures, and organisational processes.

• Demonstrate a strong willingness to learn new skills in a fast‑paced and evolving environment.

• Equipped with basic computer troubleshooting skills and familiarity with common software issues.

• Take initiative by anticipating the needs of team members or management and acting proactively.

• Exhibit proactive problem‑solving abilities by identifying potential issues and recommending improvements.

• Strong team player with the ability to collaborate effectively within and across departments.

• Maintain a professional and positive approach when interacting with clients, customers, and vendors.

• Handle interpersonal matters and conflicts in a professional and diplomatic manner.

• Provide timely, professional support and responses to both internal and external stakeholders.