Senior Manager, Card Chargeback Dispute & Investigations

OKX

  • Kuala Lumpur
  • Permanent
  • Full-time
  • 2 months ago
Who We AreAt OKX, we believe that the future will be reshaped by crypto, and ultimately contribute to every individual's freedom. OKX is a leading crypto exchange, and the developer of OKX Wallet, giving millions access to crypto trading and decentralized crypto applications (dApps). OKX is also a trusted brand by hundreds of large institutions seeking access to crypto markets. We are safe and reliable, backed by our Proof of Reserves. Across our multiple offices globally, we are united by our core principles: We Before Me, Do the Right Thing, and Get Things Done. These shared values drive our culture, shape our processes, and foster a friendly, rewarding, and diverse environment for every OK-er. OKX is part of OKG, a group that brings the value of Blockchain to users around the world, through our leading products OKX, OKX Wallet, OKLink and more.About the TeamThe Risk Operations team plays a critical role in managing financial crime risk and protecting users and the company from fraudulent activity. This role specifically supports the card issuing business, focusing on the resolution of chargeback disputes and transaction investigations in line with card scheme rules and regulatory obligations. You'll work closely with internal teams such as Product, Compliance, Legal, Customer Service, and Engineering to uphold the integrity of the OKX Card program and ensure operational excellence across the dispute lifecycle.About the OpportunityWe are looking for a highly experienced Senior Manager to oversee cardholder dispute investigations and chargeback management. As the card issuer, OKX is responsible for assessing, investigating, and responding to disputes raised by users, and defending claims from merchants or acquiring banks. This role will ensure proper handling of fraud-related and non-fraud-related disputes, maintain compliance with relevant scheme regulations, and enhance internal processes to optimize outcomes and reduce operational risk.What You'll Be DoingManage and oversee the full dispute and chargeback investigation lifecycle for all card transactions, including fraud, authorization, processing errors, and service-related disputes.Ensure timely and accurate handling of all chargeback cases, adhering to applicable scheme rules, internal SLAs, and regulatory requirements.Analyze transactional data, user behavior, and supporting documentation to make well-supported decisions on case outcomes and representments.Maintain up-to-date knowledge of relevant card scheme rules and ensure adherence to dispute regulations, including required documentation, timeframes, and evidence standards.Collaborate with Risk Strategy, Product, Engineering, and Customer Support to enhance processes and reduce dispute volumes through better fraud controls and user experience improvements.Handle complex, high-risk, or escalated cases, including potential collusion, first-party fraud, synthetic identities, and crypto-related anomaly patterns.Monitor and report on key metrics such as dispute volumes, win/loss rates, financial exposure, and root-cause trends, providing insights and recommendations to senior leadership.Continuously improve workflows and internal procedures to drive efficiency, accuracy, and compliance in the dispute management process.What We Look For In YouBachelor's degree in Finance, Risk Management, Business, or related field.Minimum of 8 years experience in card dispute/chargeback operations, preferably within an issuing environment.Deep understanding of chargeback regulations, including dispute codes, representment strategies, liability determination, and fraud classifications.Experience handling cardholder disputes across multiple dispute types (fraud, goods/services not received, cancelled services, duplicate billing, etc.).Ability to manage case escalation protocols and provide guidance on grey-area or borderline cases with strong investigative reasoning.Comfortable working with large data sets and extracting actionable insights to improve performance and reduce fraud-related losses.Strong written communication and documentation skills, especially when preparing representment packages and evidence submissions.Collaborative mindset with the ability to work across functions in a fast-paced, global environment.Why Join Us?
  • Competitive remuneration package (Basic Salary + Yearly Bonuses).
  • Monthly Team Building
  • Excellent prospects for growth and promotion - we provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed.
  • Employee engagement, recognition and appreciation program.
  • Multinational working environment - Advance your career by interacting with individuals from various backgrounds, cultures, and nations.

OKX