Customer Resolution & Reconciliation… at Network for… · JKG Tower

NETS Malaysia was established in 1997 to provide financial market infrastructure solutions to local and overseas financial institutions and corporate clients. This includes building payments, clearing and settlement systems as well as delivering financial service innovations in Malaysia. With a unique synergy of software development, operational and project management expertise, NETS Malaysia aims to provide leading-edge, multi-currency, domestic and cross-border funds transfer and processing capabilities to banks and businesses. In addition, NETS Malaysia also provides software development and shared back-office services to the entities under NETS.

Team and Position Summary

The Customer Resolution & Settlement Reconciliation Officer is responsible for supporting daily operational activities relating to settlement reconciliation, dispute resolution, chargebacks, and exceptional transaction handling across NETS payment products and acquiring channels.

The role supports operational processing, investigation, and resolution activities to ensure timely reconciliation, accurate transaction handling, and smooth operational delivery.

This position requires good analytical skills, attention to detail, and the ability to manage operational cases in a fast-paced environment while working closely with internal stakeholders, banks, merchants, and external partners.

Key Responsibilities

1. Settlement Reconciliation

• Perform daily reconciliation and settlement verification activities across payment products and acquiring channels.
• Assist in investigating reconciliation breaks, settlement discrepancies, unreconciled transactions, and operational exceptions.
• Support timely escalation and follow-up of operational issues to minimize operational and financial risks.
• Support settlement validation processes across domestic and cross-border payment flows.

2. Dispute Resolution & Chargeback Operations

• Support daily dispute resolution and chargeback processing activities across payment channels and card schemes.
• Investigate disputed transactions, merchant claims, retrieval requests, and operational cases within established timelines.
• Coordinate with internal teams, banks, merchants, and external partners to facilitate case resolution.
• Maintain proper documentation and operational records for audit and tracking purposes.

3. Operational Case Handling

• Handle operational exceptions and customer-impacting cases on a daily basis.
• Perform transaction reviews and basic root-cause analysis for operational discrepancies.
• Monitor assigned cases and support timely closure to maintain operational service levels.
• Assist in operational recovery activities and issue resolution where required.

Requirements

Education and Experience

• Diploma or Bachelor’s degree in Business, Banking & Finance, Accounting, Information Systems, or related discipline.
• 2–5 years of relevant working experience in Reconciliation, Dispute Resolution, Chargebacks, Payment Operations, Customer Operations, or related operational functions.
• Fresh graduates with relevant internships or operational experience may also be considered.

Skills and Knowledge

• Good analytical and problem-solving skills with attention to detail and accuracy.
• Ability to handle high-volume operational cases in a fast-paced environment.
• Basic understanding of reconciliation processes, operational controls, or dispute handling workflows will be advantageous.
• Exposure to payment operations, card schemes, merchant acquiring, or financial services operations is preferred.
• Proficient in Microsoft Office applications, especially Excel.
• Knowledge of Power BI, automation tools, or reporting tools will be an added advantage.
• Good communication and stakeholder coordination skills.
• Independent, resourceful, and willing to learn in a dynamic operational environment.
• Able to work with strong ownership, accountability, and teamwork.

Network For Electronic Transfers (Malaysia) Sdn.Bhd. (a subsidiary of Network for Electronic Transfers (Singapore) Pte Ltd)