About this role
<p style="text-align:justify;margin:0.0in 0.0in 10.0pt;line-height:115%;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><span style="font-size:10.0pt;line-height:115%;font-family:Arial, sans-serif;color:#3498db">Be #InGoodHands with Metrobank!</span></strong></p> <p style="text-align:justify;margin:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Here at Metrobank, we don't simply hire employees—we hone future leaders. We provide opportunities that enhance your skills and unlock your talents, helping you evolve into a well-rounded individual. We supply you with all the pieces you need to do your best work, unleashing your full potential to help you secure your future and lead a fulfilling career. And with Metrobank's strong heart for the community, you have the chance to give back and make worthwhile contributions to our nation's economic and social development. With Metrobank, a meaningful life is within your reach!</span></p> <p style="margin:0.0in 0.0in 9.75pt;text-align:justify;line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:#3498db">Position Title: </span></strong><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black"> Chargeback Associate</span></p> <p style="line-height:normal;background-color:white;margin:0.0in 0.0in 10.0pt;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:#3498db">Job Summary</span></strong></p> <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:115%;font-size:11.0pt;font-family:Calibri, sans-serif"> <p style="text-align:justify;margin:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-size:11.0pt">The position is responsible for ensuring that all tasks related to pre-filing of retrieval requests and chargebacks are accurately handled. The jobholder is also responsible for handling proper communication with cardholders and merchants, exchanging of documentation in the card scheme portal and accurate and efficient handling of ad hoc tasks as and when assigned by Chargeback Unit Management.</span></p> </li> </ul> <p style="margin:0.0in 0.0in 10.0pt 0.5in;line-height:115%;font-size:11.0pt;font-family:Calibri, sans-serif"> </p> <p style="line-height:normal;background-color:white;margin:0.0in 0.0in 10.0pt;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:#3498db">Specific Duties & Responsibilities</span></strong></p> <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="margin:0.0in 0.0in 0.0in 0.0px;text-align:justify;font-size:10.0pt;font-family:Arial, sans-serif"><span style="font-size:11.0pt;font-family:'Times New Roman', serif">Ensure all tasks related to pre-filing of chargebacks are accurately handled</span></li> <li style="margin:0.0in 0.0in 0.0in 0.0px;text-align:justify;font-size:10.0pt;font-family:Arial, sans-serif"><span style="font-size:11.0pt;font-family:'Times New Roman', serif">Handles case creation in PRIME Dispute Manager, handling of incoming cardholder/merchant dispute documents, thorough review and resolution of follow-up cases coursed through iFREND within the agreed timeframe</span></li> </ul> <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="text-align:justify;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-size:11.0pt">Assess and determine the completeness of chargeback supporting documentation and requirements and coordinate with the cardholders, point persons or units in-charge if insufficient</span></li> </ul> <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="margin:0.0in 0.0in 0.0in 0.0px;text-align:justify;font-size:10.0pt;font-family:Arial, sans-serif"><span style="font-size:11.0pt;font-family:'Times New Roman', serif">Prepares and sends proper communication with cardholders and merchants alike, which will involve call-out to the cardholders/merchants to validate information and documentation, sending of chargeback/representment documents and other feedback letters to cardholders/merchants via email or mail, daily preparation and sending of Email/SMS files for broadcast, daily management of Chargeback Mailbox/Email Management System</span></li> <li style="margin:0.0in 0.0in 0.0in 0.0px;text-align:justify;font-size:10.0pt;font-family:Arial, sans-serif"><span style="font-size:11.0pt;font-family:'Times New Roman', serif">Manages the exchange of documentation in the card scheme portal and related tasks to this. This will involve extraction and sending of chargeback/representment documentation in the card scheme portal according to agreed turnaround time, daily updating of the Acquiring Chargeback database that contain Chargeback, Representment, Pre-Arbitration/Arbitration, and Pre-Compliance/Compliance cases. </span></li> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-size:11.0pt">Accurate and timely resolution of iFrend dispute follow-up entries</span></li> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-size:11.0pt">Accurate and complete creation and allocation of dispute cases in PRIME Dispute Manager</span></li> </ul> <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="text-align:justify;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-size:11.0pt">Daily saving and proper endorsement of cardholder dispute related documentation and queries received via the Chargeback shared mailbox to the respective analyst handling the dispute case/s or supervisor for proper handling and resolution. </span></li> <li style="text-align:justify;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-size:11.0pt">Re-opening of dispute case in PRIME Dispute Manager when pertinent documents are received from the cardholder for a previously resolved/closed case due to non-receipt of supporting documents. </span></li> <li style="text-align:justify;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-size:11.0pt">Daily saving and proper endorsement of merchant dispute related documentation and queries received via EMS to the respective analyst handling the dispute case/s or supervisor for proper handling and resolution</span></li> </ul> <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="margin:0.0in 0.0in 0.0in 0.0px;text-align:justify;font-size:10.0pt;font-family:Arial, sans-serif"><span style="font-size:11.0pt;font-family:'Times New Roman', serif">Daily updating of the database that contain chargebacks, pre-arbitration/arbitration, pre-compliance/compliance cases</span></li> </ul> <p style="margin-bottom:0.0in;text-align:justify;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:11.0pt;font-family:'Times New Roman', serif">Accurate and efficient handling of ad hoc tasks as and when assigned by the immediate supervisor or the Chargeback Section Head</span></p> <p style="margin:0.0in;text-align:justify;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif"> </p> <p style="margin:0.0in;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif"> </p> <p style="text-align:justify;margin:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:#3498db">Qualifications:</span></strong></p> <ul> <li style="line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif"> <p style="text-align:justify;margin:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-size:11.0pt">Bachelor’s degree holder; preferably graduate of business course</span></p> </li> <li style="line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:11.0pt;font-family:'Times New Roman', serif">Proficient in the following Microsoft applications: Word, Excel and PowerPoint</span></li> <li style="line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:11.0pt;font-family:'Times New Roman', serif">Experience in chargeback or dispute resolution from a financial institution is an advantage</span></li> <li style="line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:11.0pt;font-family:'Times New Roman', serif">Good oral and written communication skills</span></li> <li style="line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:11.0pt;font-family:'Times New Roman', serif">Willing to report onsite 100%</span></li> </ul> <p style="margin:0.0in;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif"> </p> <p style="text-align:justify;margin:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:#3498db">Other Details:</span></strong></p> <p style="text-align:justify;margin:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:#3498db">Rank:</span></strong><span style="font-size:10.0pt;font-family:Arial, sans-serif"> Rank and File</span></p> <p style="margin:3.0pt 0.0in 10.0pt;text-align:justify;vertical-align:middle;line-height:115%;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><span style="font-size:10.0pt;line-height:115%;font-family:Arial, sans-serif;color:#3498db">Unit:</span></strong><span style="font-size:10.0pt;line-height:115%;font-family:Arial, sans-serif"> <span style="color:black">Consumer Business Sector / Credit Operations Group / Authorizations, Fraud, and Chargeback Department</span></span></p> <p style="margin:0.0in 0.0in 10.0pt;line-height:115%;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><span style="font-size:10.0pt;line-height:115%;font-family:Arial, sans-serif;color:#3498db">Location:</span></strong><span style="font-size:10.0pt;line-height:115%;font-family:Arial, sans-serif;color:#222222"> </span><span style="font-size:10.0pt;line-height:115%;font-family:Arial, sans-serif"> Ayala, Makati </span></p>