Senior Process Executive

Key Responsibilities:

• Investigate and analyze fraud and dispute cases related to Mastercard transactions ensuring timely resolution according to defined SLAs
• Review transaction details customer claims and supporting documentation to validate disputes and identify fraudulent activities
• Collaborate with cross functional teams including fraud prevention risk compliance and customer service teams to ensure seamless case resolution
• Identify patterns and trends in fraud and disputes to recommend process improvements and mitigation strategies
• Provide detailed and accurate documentation of case outcomes and escalate complex or high risk issues to the team lead or manager
• Ensure adherence to Mastercard s operational guidelines compliance standards and regulatory requirements in all case handling
• Mentor and support junior associates by sharing best practices and providing guidance on complex cases
• Contribute to continuous process improvement initiatives to enhance fraud detection and dispute resolution efficiency
• Communicate effectively with internal and external stakeholders maintaining professionalism and confidentiality at all times
• Qualifications Skills
• Any Graduate
• Minimum 1 4 years of experience in fraud management dispute resolution or related operational roles within the payments or banking industry
• Strong knowledge of payment processing systems card schemes preferably Mastercard and fraud detection methodologies
• Analytical mindset with the ability to interpret complex transaction data and detect irregularities
• Excellent problem solving skills and attention to detail
• Strong communication and interpersonal skills with the ability to work collaboratively in a team environment
• Ability to handle confidential information with integrity and discretion
• Flexibility to work in shifts if applicable

Preferred Skills: