Dispute Resolution Officer

About the role

The Dispute Resolution Officer will manage E‑payment dispute cases, acting as the liaison between vendors and ABA account holders. The role focuses on delivering professional, timely solutions to maintain customer satisfaction and minimise risk for the bank.

Key responsibilities

• Implement the bank’s E‑payment dispute handling procedures to resolve client issues.
• Gather dispute information and supporting documents from clients and frontline officers for analysis.
• Communicate professionally via email and phone to update clients on transaction status.
• Process daily dispute submissions, ensuring no case is overlooked and that each is closed within a healthy timeframe.
• Escalate urgent or complex cases to senior management promptly.
• Perform additional tasks assigned by the Line Manager.

Required profile

• Undergraduate degree or fresh graduate in Law, Banking & Finance or a related field.
• Fluent in Khmer and English, both written and spoken.
• Strong customer service and communication abilities.
• Critical thinking, problem‑solving and attention to detail.
• Ability to multitask, work under pressure and adapt to changing priorities.