Job Summary

The jobholder is responsible to perform card dispute complaint cases review, analysis and define area for improvements in a professional manner in compliance with the Card Scheme’s chargeback rules and regulations.

Besides, jobholder needs to monitor Hub’s performance on card dispute handling and ensure consistent delivery of high-quality services to customers through meeting or exceeding customer expectation guided by the Service Level Agreement, efficiency/accuracy standards and good business processes / judgment / MIS preparation.

Strategy

• Awareness and understanding of the Group’s business strategy and model appropriate to the role.

Business

• Awareness and understanding of the wider business, economic and market environment in which the Group operates

Processes

• To handle and review complaint cases in a professional manner for customer claims/card dispute
• Conduct Hub performance monitoring and regular quality assurance checking
• Assist to monitor the day-to-day operations on card dispute handling by following card scheme's timeline and internal process requirement etc for RB HK S&T Financials Card Dispute related process according to DOI and relevant procedure within the risk and control framework (including but not limited to Visa/MasterCard International/UPI)
• Keen to provide cross team support when need including ad-hoc support on CN / HK business according to business requirements and team arrangement, where required.
• Handle TLM match-off and ageing items monitoring.
• To maximize the team productivity and maintain a high services level with good resources planning and daily operations back up plan
• Support budget control, MIS preparation, UAT and projects
• Contributing ideas for improvements of processes and procedures.  Staff need to prepare and ensure team DOI is up-to-dated and perform regular review.
• BIA/BCP Plan preparation 

Risk Management

• The ability to interpret the Group’s financial information, identify key issues based on this information and put in place appropriate controls and measures 
• Ensure to report line manager all irregular issues and potential risks at the first time.
• Responsible for any Money Laundering & Suspicious Transactions. Responsibilities also include the reporting of any suspicious transactions.

Regulatory & Business Conduct

• Display exemplary conduct and live by the Group’s Values and Code of Conduct. 
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Lead the Hong Kong RBSnT-PFS-Card Dispute to achieve the outcomes set out in the Bank’s Conduct Principles. Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key stakeholders

External

• Customer
• Vendors/Fiserv/Alipay/Octopus
• Visa International 
• MasterCard International
• UPI
• Other Member Banks

Internal

• Product/Channel
• CCC
• Customer Experience
• Authorization
• Fraud Risk Operations
• GBS GZ & TJ Dispute Team
• IS / IT
• Accounting Operations
• Transaction Processing
• Systems & Support
• Auditors

Other Responsibilities

• Embed Here for good and Group’s brand and values in HK RB SnT-PFS Client Solutions Team (i.e. ATM Ops & Card Dispute) Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats)
• To provide cross team support on Debit Card (including ATM & MCY) & MTF claim/dispute case related complaints and daily operations back up role
• Common project lead for PFS Client Solutions Team (such as but not limited to EUC development, Compliance UAT or project UAT/UVT)
• Attend external meeting related to Small Claim /FDRC/external stakeholders on need basis on behalf of PFS Client Solutions (ATM Op & Card Dispute)
• DCC/ADCC role will be assigned , where appropriated

Our Ideal Candidate

• Degree holder with strong customer services skill is preferred
• Candidate with solid experience in Call Centre is an advantage
• Excellent knowledges on Credit Card Chargeback and dispute handling 
• Customer centric, excellent communications, inter-personal, analytic and presentation skill
• Excellent decision making and problem identification/solving ability
• Proactive, independent and able to work as a team

Role Specific Technical Competencies

• Card Dispute & Chargeback knowledge
• Complaint Handling & Customer Services Skill
• Experience in the Credit Card/Debit Card Banking Industry
• Language Skill (English & Mandarin) 
• Microsoft (Words, Excel, Access, Visio)

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together we:

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

What we offer

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.

www.sc.com/careers