Customer Service Agent (Disputes & Resolution)

About the team

The Disputes & Resolution Team is responsible for managing end-to-end customer disputes across payment, credit and wallet products. The team ensures fair, timely, and consistent resolution of disputes while balancing customer experience, risk, regulatory requirements and financial impact.

What you'll do

End-to-end Dispute Management

• Investigate and resolve customer disputes (e.g. service not rendered, item not received, billing discrepancies)
• Ensure all cases are handled within defined SLAs and in accordance with internal policies and regulatory expectations
• Maintain clear and structured case documentation to support audit, compliance, and external mediation (e.g. tribunal)

Decisioning & Case Assessment

• Perform structured assessment of each case based on evidence, transaction data, and eligibility criteria
• Apply consistent decision frameworks to determine outcomes (approve, reject, goodwill)
• Balance customer fairness with risk and financial exposure

Stakeholder Coordination

• Collaborate with internal teams (Anti-Fraud, Risk, Product, Payments, Legal, Compliance) for case validation and resolution
• Liaise with external parties where required (banks, payment partners, merchants, regulators)
• Ensure timely follow-ups on dependencies impacting case resolution

Policy & SOP Management

• Execute disputes handling in line with established SOPs and regulatory guidelines
• Identify gaps in current policies and recommend improvements to enhance clarity, fairness, and operational efficiency
• Support development and refinement of dispute eligibility criteria and workflows

Trend Analysis & Continuous Improvement

• Identify recurring dispute patterns, root causes, and emerging risks (e.g. new user or merchant behavior)
• Provide actionable insights to Anti-Fraud, Product, and Risk teams to prevent future occurrences
• Drive initiatives to reduce dispute volumes, improve resolution time, and enhance customer experience

Customer Communication & Experience

• Deliver clear, empathetic, and professional communication, especially for sensitive or rejected cases
• Ensure responses are aligned with regulatory expectations and do not expose sensitive internal controls
• Manage escalations and support external mediation cases when required

Requirements

• Strong problem-solving and decision-making skills
• Ability to handle sensitive situations with professionalism
• Attention to detail and structured thinking
• Experience in disputes, chargebacks, fraud investigation, or financial operations
• Familiarity with payment systems (e.g. cards, FPX, e-wallet, QR payments)
• Exposure to regulatory or compliance environments is an advantage
• Familiarity with customer service software and tools, such as Zendesk or Salesforce, is preferred.
• Availability to work flexible hours, including evenings and weekends, as required.