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!

You will be responsible for the following:

• Lead the investigation and resolution of Acquiring Products-related concerns (e.g., payment network disputes, chargebacks, charge slips, retrieval requests).

• Handle non-Acquiring Products-related concerns (e.g., settlement disputes, reconciliation reports, retrieval requests).

• Analyze transaction data, identify trends, and gather evidence to support dispute resolution.

• Communicate effectively with internal stakeholders and external partners.

• Resolve issues promptly and efficiently.

• Maintain accurate records of all disputes and customer interactions.

• Stay updated on payment network rules and regulations.

• Identify and escalate potential fraud or risk issues.

• Collaborate with internal teams to improve payment processes and prevent future disputes.

• Provide exceptional partner/customer service and maintain a positive and professional demeanor.

• Contribute to team goals and initiatives.

DOES

• Oversee management and resolution of all tickets received and ensure they are resolved within the SLA.

• Lead the follow-up of open tickets with respective units in GCash.

• Develop an overall strategy roadmap for B2B dispute resolutions, including establishing a business continuity program.

• Monitor strategy implementation to ensure initiatives and projects are rolled out as planned.

• Review and evaluate vendor performance regularly as agreed and documented in vendor contracts.

• Make recommendations based on the company’s evolving requirements.

• Handle escalations related to settlement disputes.

• Develop and implement training plans for the team on ticket resolution and general playbook.

• Create and update the relevant Policy and Procedures Manual.

• Manage correspondences related to device operations.

• Optimize team performance through regular coaching sessions.

• Conduct root cause analysis of recurring issues and create solutions to prevent future occurrences.

• Collaborate closely with internal stakeholders (e.g., Sales, Product, GXI Finance, Governance).

• Drive continuous improvements to increase operational efficiency and uphold performance excellence to achieve KPIs.

• Contribute to improvements in both internal and external stakeholder interactions.

• Develop solutions to address any current or potential governance findings.
  

We are looking for:

• Bachelor's degree in Finance, Accounting, or a related field.
• At least 5 years of experience in a related field if not a Finance or Accounting degree holder.
• Experience & Skills:
• Proven experience in payment network disputes and customer service.
• Strong understanding of payment processing systems and regulations.
• Excellent analytical, problem-solving, and decision-making skills.
• Ability to work independently and as part of a team.
• Drive for operational excellence, process improvement, and resilience to manage multiple initiatives.

Additional Skills:

• Proficient in Microsoft Office Suite or similar software.
• Ability to work in a fast-paced, high-performance entrepreneurial environment.
• Strong presentation, structuring, and research skills, with the ability to take the lead in analysis.
• Team player with excellent interpersonal and communication skills.
• Strong interpersonal skills to maintain vendor relations.
• Ability to coach the team for output improvement.
• Good understanding of technology systems and multi-system dependencies.
• Strong project management skills.

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