Specialist, Card Chargeback Dispute & Investigations
Job Summary
Job Description
OKX is a leading crypto exchange seeking a Card Dispute Specialist to join their Risk Operations team. This role supports the card issuing business by managing user-initiated disputes and chargeback investigations. The specialist will process chargebacks end-to-end, evaluate cardholder claims, and resolve disputes in accordance with card scheme rules and timelines. Responsibilities include investigating disputes, reviewing transaction data, ensuring timely case handling, documenting findings, identifying fraud patterns, and collaborating with internal teams to improve user experience and reduce disputes. The role requires strong decision-making skills and an understanding of card scheme regulations.
Must have:
- 3+ years experience in card chargeback/dispute operations
- Working knowledge of card scheme rules
- Handle fraud and non-fraud disputes
- Analyze complex data for decisions
- Strong attention to detail
- Excellent documentation and communication skills
- Comfortable in a fast-paced, regulated environment
Good to have:
- Experience in a card issuing environment
- Familiarity with card dispute tools
Perks:
- Competitive remuneration package
- Meal Allowance up to RM 500/month
- Monthly Team Building
- RM 2500 Benefits per annum
- Convenient workplace near MRT TRX
- Prospects for growth and promotion
- Employee engagement programs
- Multinational working environment
5 skills required
Job Details
Who We Are
At 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 Team
The Risk Operations team at OKX plays a critical role in managing fraud and financial risks across our ecosystem. This role specifically supports the card issuing business, ensuring effective and compliant handling of all user-initiated disputes and chargeback investigations. As a card issuer, OKX is responsible for investigating user claims and responding to disputes in accordance with card scheme rules and timelines.
About the Role
We are looking for a skilled and detail-oriented Card Dispute Specialist to join our Card Risk Operations team. You will handle end-to-end processing of chargebacks, including evaluating cardholder claims and resolving disputes. This is a highly operational and investigative role that requires strong decision-making skills and a solid understanding of card scheme regulations.
What You’ll Be Doing
- Investigate and resolve cardholder disputes and chargebacks in accordance with card scheme regulations and internal policies.
- Review transaction details, customer claims, system data, and supporting documentation to determine liability.
- Ensure timely handling of cases to meet scheme and regulatory deadlines.
- Document all investigative findings and case outcomes clearly and consistently within internal systems.
- Identify patterns of fraud or abuse, and escalate high-risk cases for further review where needed.
- Collaborate with internal teams such as Customer Support, Product, and Risk Strategy to improve user experience and reduce disputes.
- Support the team in tracking dispute metrics, outcomes, and identifying areas for operational improvement.
What We Look For In You
- Minimum of 3 years’ experience in card chargeback/dispute operations, preferably within a card issuing environment.
- Working knowledge of card scheme rules, dispute codes, and chargeback lifecycle.
- Experience handling both fraud and non-fraud dispute types (e.g., unauthorized use, service not rendered, duplicate billing).
- Ability to analyze complex data points and make fair, evidence-based decisions.
- Strong attention to detail with excellent case documentation and communication skills.
- Comfortable working in a fast-paced, regulated environment with clear SLAs.
- Familiarity with card dispute tools and case management platforms is a plus.
Why Join Us?
- Competitive remuneration package (Basic Salary + Yearly Bonuses).
- Meal Allowance up to RM 500/month
- Monthly Team Building
- RM 2500 Benefits per annum (Training & Wellness)
- Convenient workplace (5 minutes walk from MRT TRX).
- 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.
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About The Company
OKX is a world-leading digital asset exchange, providing advanced financial services to traders worldwide leveraging blockchain technology. Our platform offers spot & derivatives trading helping traders optimize their strategy. It provides a safe, reliable and stable environment for digital assets trading via web interface and mobile app by adopting GSLB, and distributed server clusters. We believe blockchain technology will eliminate barriers to transactions, increase the efficiency of transactions across society, and eventually have a significant impact on the global economy. We strive to achieve something that changes the world and never stop to innovate and improve on our customer experience.
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