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
- Lead cross-functional collaboration with Finance, Operations, Risk, and Customer -Support teams to ensure alignment in dispute resolution strategies.
-Provide clear and structured updates to senior management regarding dispute trends, resolution timelines, and key challenges.
- Drive internal awareness and training programs to enhance the team’s understanding of dispute handling best practices.
External Partner Communications
-Act as the primary escalation point for complex dispute cases involving merchants, partner banks, and payment networks.
-Establish and maintain strong relationships with external stakeholders to improve dispute resolution processes and turnaround times.
-Represent the company in high-level discussions related to payment disputes, chargebacks, and network compliance.
Process Management
-Oversee the end-to-end management of payment network disputes, including chargebacks, debit advice, settlement discrepancies, and manual refunds.
-Identify, develop, and implement process enhancements to improve dispute resolution efficiency and accuracy.
Lead automation initiatives leveraging tools such as VBA macros, AppSheet, and Google Looker for monitoring and reporting.
Ensure compliance with company policies, industry regulations, and service level agreements (SLAs).
Displays (The Knowledge, Skills, and Behaviors indicating how tasks / responsibilities will be performed)
Communications
Demonstrate strong leadership in facilitating discussions, negotiations, and resolutions related to payment disputes.
Communicate complex dispute scenarios effectively to both technical and non-technical stakeholders.
Project Management
Oversee multiple initiatives aimed at improving dispute resolution processes, ensuring timely execution and measurable outcomes.
Develop strategic roadmaps for process improvements, aligning with organizational goals and industry trends.
Technical Aptitude
Utilize data analytics tools to track dispute performance, identify trends, and drive data-driven decision-making.
Stay up-to-date with evolving payment network policies, dispute resolution frameworks, and emerging technologies.
Problem-Solving:
Lead root cause analysis efforts for recurring dispute cases, developing long-term solutions to minimize financial and operational risks.
Implement proactive measures to prevent future disputes through policy enhancements and process redesigns.
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