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Dispute & Fraud Management Officer

KBZ Bank

Dispute & Fraud Management Officer

KBZ Bank
Recruiter active 1 min ago The recruiter at this company was last active reviewing applications.
Myanmar - Yangon
Full Time
Verified This job has been verified by the company as a real job vacancy.
07 Jun 2022

Experience level

Experienced Non-Manager

Job Function

Project, Operations Management

Min Education Level

Bachelor Degree

Job Description

This role is responsible for end to end level 2 dispute and escalation management maintaining defined service level, Following up with respective process owners, supporting fraud, finance and legal team, accuracy of closure and resolution, process compliance and improve customer journey. This role also to produce reports for VOC analysis and service improvement. Also involves Liaising with fraud management team for investigation.

  • Ensure level 2 dispute and fraud tickets are resolve within defined SLA as per KPI defined
  • Zero down the pendency and drive customer resolution with best possible engagement across VC/Functions/Territories.
  • Conduct regular meetings with the fraud team to fasten resolution and highlight for any recurring challenge.
  • Supply required data, coordinate and make system level changes for finance, legal and Fraud team.
  • Act as point of contact to support for legal, fraud and finance team for all operational requirement.
  • Follow up with all level 3 product/process owners to ensure service requests are closed with SLA by resolution team
  • Engage with resolution team to understand their challenges and highlight key concerns to address to assistant function head.
  •  Identify top triggers and work with the reporting manager/VC/Functions for defect elimination and improve customer experience.
  • Circulate daily reports and conduct meetings to drive SLA as per defined target with all VC/Functions.
  • Help promote and maintain a positive company image.
  • Focus on Quality of resolution to avoid repeat complaints.
  • Understand SOP, BRD and contribute towards overall operational process improvements.
  • Help internal FMS team to provide required details for fraud investigations and action upon system status change request.

Open To


Job Requirements

• Intuitive to customer’s needs

• At least 3-4+yr year(s) of working experience in the related field is required for this position.

• Strong communication and interpersonal skills and the ability to build and maintain relationships

 • Must understand customer relationship management (CRM)

•  Ability to analyse and solve problems quickly

• Must be self-motivated, flexible and able to manage several jobs at one time

•  Proven experience as a Client Relationship Manager

• Aptitude for fostering positive relationships

• Teamwork and leadership skills

• Customer-oriented mindset

• A background in customer service or Quality, business excellence is a plus

• Experience working in Service Quality of banking / financial services would be an added advantage.



What We Can Offer




- An awesome company
- Join a winning team
- You can make a difference

Career Opportunities

- Opportunities for promotion
- Possibility for job training
- Learn new skills and techniques

About Our Company

KBZ Bank: A new generation of banking

For over two decades, KBZ Bank has been part of Myanmar’s growth story, working tirelessly to strengthen communities and institutions for the long term and to improve the quality of life for all. As Myanmar’s largest privately-owned bank, we represent more than 40 percent of both retail and commercial banking in the country, driving the success of the nation’s entrepreneurs, businesses, and communities. We safeguard the assets of over 1 million business customers across the country, providing support, guidance, and critical access to finance. Today, KBZ Bank is helping to fast-track Myanmar’s development in the digital age, embracing next-generation banking while pioneering new ways of financial inclusion.

We have seized the advantages of mobile-first technology in promoting financial inclusion and connecting our customers to the people, opportunities, and places that they value most. Through KBZPay, Myanmar’s fastest-growing mobile wallet with more than 9.1 million users, we have brought banking beyond our 500 branches and to even more communities. We are also transforming from the inside out, drawing on the latest technologies to work more efficiently and serve our customers better, while developing the bankers and leaders of the future.

Our purpose is to improve the quality of life in Myanmar by increasing access to financial products and services, thereby giving communities and businesses access to opportunities and a better quality of life.

KBZ Bank’s Talent Factory
KBZ Bank recognizes that the future of Myanmar – and its banking sector – lies in the hands of the next generation. That is why we take talent development across the organization seriously. From coders and digital bankers to thought leaders and future shapers, we equip our employees with world-class skills and future-ready tools.

Building the bank of the future
At KBZ Bank, we deploy agile management approaches in various aspects of how we work – including bringing people together on cross-functional projects to question the status quo and evolve better ways of working. This represents a break from a top-down approach, empowers our employees, and taps their insights in designing the bank of the future.

Personal Challenge
We put the emphasis on individual responsibility, opportunity, and autonomy. We encourage growth through continuous on-the-job development and a fast-paced environment that will stretch and build your expertise daily. We encourage our people to view their career as a journey; to think not about a vertical career ladder, but a long-term aspiration to broaden their exposure or deepen their skills over time. We would like to build the Bankers of Tomorrow for Myanmar!