Fazilah Mat Hussin FMH

• Leading of Fund Recovery Unit to ensure team's daily operation completed within SLA.
• Monitor and ensure notification send to Paynet Centre on daily basis.
• Monitor and ensure team member update and close cases in RPP portal on daily basis.
• Attending all external and internal customer queries / complaints.
• Ensure processes within the department are in accordance with the manual and comply with all related guidelines/regulations with no audit finding and losses.
• Manage team leave to ensure no interruption on BAU.
• Monitor of staff performance review of processes for improvement opportunity.
• Ensure the report submission on weekly/monthly/quarterly is accurate and within the required turnaround time.
• Review and/or edit SOP on time.
• Accomplished multiple tasks within established timeframes.
• Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
• Reduced operational costs through comprehensive process improvement initiatives and resource management.

• Managed and motivated employees to be productive and engaged in work.
• Accomplished multiple tasks within established timeframes.
• Maximized performance by monitoring daily activities and mentoring team members.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
• Overseen chargeback dispute is handled promptly and credit is given within stipulated turnaround time.
• Handle escalation from internal and external (Issuing and Acquiring perspective)
• Identify process improvement opportunities and strategize improve to drive efficiency and ensure a consistent customer experience.
• Establish, maintain, and monitor Team’s SLA and overall performance.

Chargeback acquirer:

• To ensure that Retrieval Request or Chargeback/Dispute from Issuer Bank are attended accordingly within Card Association’s timeframe.
• To ensure that the On-us Dispute is attended accordingly and respond back to the respective unit for further action.
• To ensure monthly reporting that is related to Acquiring Chargeback is prepared and reported accordingly.
• To processes Incoming Retrieval Request, Incoming Chargeback/Dispute, Dispute Response, Pre-arbitration Response, Second Presentment, and Incoming Second Chargeback.
• Compile and provide monthly reports for acquiring daily volume.
• Checks the outstanding GL, prepares the monthly reconciliation report, and submits to section head for approval.
• Handling common mail emails turnaround time within 3 working days.
• Prepare documents for outgoing Pre-Arbitration / Pre-Compliance / Good Faith within timeline for Visa & MasterCard to be attended.
• Monitor and follow up with merchant on the documents requested.
• Accountable for preparing sample for audit team.

• Handling common mailbox Chargeback and attending incoming inquiry/request within turnaround time 2 working days.
• Acknowledgment dispute letter issued to customer on dispute received within 2 working days.
• OTP secured liable letter/SST liable letter/liable letter issued to customer on resolved cases within 5 working days.
• Credit processed letter issued to customer on credit processed within 2 working days from received date.
• Extracts required information from IM transaction.

Front End Team:

• Handling daily Dispute Form.
• Handling Dispute Tagging-NSOC and CLCS.
• Follow up with customer on dispute requested ex: email & phone.

• To discharge operational duties of the payment’s unit (Payments – ITT/OTT/BT/STS)
• Process international payments methods and settlement arrangements using SWIFT code.

• Exploring chargeback rights follow chargeback requirements by Visa and Mastercard.
• Performing any stage of dispute recovery attempts (Retrieval Request, Chargeback Representment, Pre-Arbitration & Pre-Compliance).
• Analyze, investigate, and process credit card and debit card dispute transaction by following internal procedures/guidelines set by BNM.
• Liaise with internal and external customers in obtaining relevant information for dispute resolution purpose and persistently follow up on outcome of the action taken to ensure all cases are timely resolved.
• Solved customer issues and disputes through careful research and active communication.