Do you want to take the first step in making Filipinos’ lives better everyday? Here in GCash we want to stay at the forefront of the FinTech industry by creating innovative, meaningful, and convenient financial solutions for the nation! G ka ba? Join the G Nation today!
ROLES AND RESPONSIBILITIES
Does and Delivers (The tasks / responsibilities that the role performs to address requirements in Key Result Areas)
Internal Communications Management
Coordinate with internal stakeholders, including Finance, Operations, and Customer Support teams, to ensure smooth handling of payment network disputes and customer concerns.
Facilitate effective communication of updates, policies, and resolutions within the organization.
Manage escalations and internal inquiries with efficiency and professionalism.
External Partner Communications
Serve as the primary liaison between merchants, partner banks, and payment networks to address disputes and inquiries.
Represent the organization in resolving escalated customer concerns, ensuring timely responses and resolutions.
Maintain accurate and professional communication records with external stakeholders.
Process Management
Oversee workflows related to dispute resolution processes, including debit advice, chargebacks, settlement disputes, and refund requests.
Identify opportunities for process automation and efficiency using tools like VBA macros and AppSheet.
Ensure adherence to company policies, regulatory requirements, and industry standards.
Displays (The Knowledge, Skills, and Behaviors indicating how tasks / responsibilities will be performed)
Communications
Exhibit strong written and verbal communication skills to convey complex information clearly and professionally.
Adapt communication styles to suit diverse stakeholders, ensuring clarity and engagement.
Project Management
Plan, implement, and monitor projects related to process improvements and dispute resolution enhancements.
Collaborate with cross-functional teams to meet deadlines and deliver results.
Technical Aptitude
Leverage technology to streamline workflows, monitor dispute trends, and generate analytical reports.
Stay updated on industry technologies and tools to improve processes.
Problem-Solving:
Analyze root causes of disputes and develop actionable strategies to address recurring issues.
Proactively identify potential risks and implement preventive measures to minimize disputes.
What We Offer
Opportunity for career growth and development in the #1 FinTech company in the country Working with a dynamic and highly collaborative team who want to change the game A company that values their people with highly competitive and flexible compensation and benefits package