Dispute Resolution Officer

Job Purpose

To implement E-payment disputes handling procedures to resolve clients’ issues originated from the use of E-payment channels by acting as liaison between vendors & ABA account holders to provide highly professional and effective solutions to maintain customer satisfaction as well as daily monitor suspicious/abnormal transactions to minimize risk associated with E-payment.

Major Areas of Responsibility

• Implement E-payment disputes handling procedures set by the Bank in order resolve clients’ issues regarding E-payment channels;
• Obtain dispute information and supporting documents from clients for further analysis and processing by contacting to frontline officers/clients directly and take further action to follow up clients/frontline officers;
• Maintain a positive and professional communication and provide dispute resolution services through emails and phone calls to update and acquire information about transaction with clients;
• Check and process all the dispute cases submitted by customer on daily basis to ensure no cases is left out;
• Handle the dispute from beginning to the end and ensure the case is closed with an amicable solution as well as maintain a healthy timeframe of resolution;
• Escalate immediately to higher authority of any urgent/complex cases needed to be resolved considering the level of urgency and importance to the Bank’s operations, reputations as well as clients’ demands;
• Handle tasks assigned by Line Manager.

Qualification

• Undergraduate or fresh graduate in Law, Banking and Finance, or relevant field;
• Ability to use and communicate in both Khmer and English;
• Excellent customer services and communication skills;
• Knowledge of critical thinking and problem solving;
• Ability to multitask and manage time;
• Ability to adapt, work under pressure and be flexible;
• Strong dedication to details and accuracy.