I. KEY TASKS: -Reviews complaints for nature, scope, and severity in consultation with supervisor -Participates in case file management and research, to include opening and closing of cases -Solve the dispute case based on the resolution of dispute policy -Provides the assistance to department representatives and others in the application and/or clarification of dispute resolution policies, procedures, and documents. -Designs and develops specified reports, documents, and routine correspondence on procedural and policy issues, as assigned -May serve as a co-mediator in work related disputes, as assigned, and may participate in the delivery of mediator training programs. -May participate in the development and recommendation of sale and agent control policies and procedural for improvement the agent performance -Performs miscellaneous job-related duties as assigned by line manager II. DUTIES & RESPONSIBILITIES: -Reviews complaints for nature, scope, and severity in consultation with supervisor -Participates in case file management and research, to include opening and closing of cases -the dispute case based on the resolution of dispute policy -Provides the assistance to department representatives and others in the application and/or clarification of dispute resolution policies, procedures, and documents -Designs and develops specified reports, documents, and routine correspondence on procedural and policy issues, as assigned -May serve as a co-mediator in work related disputes, as assigned, and may participate in the delivery of mediator training programs -May participate in the development and recommendation of sale and agent control policies and procedural for improvement the agent performance -Performs miscellaneous job-related duties as assigned by line manager

III. SPECIFICATION/REQUIREMENT: -Bachelor Degree in law and economic or business sector -Ability to prioritise effectively and work to tight deadlines -Ability to work autonomously as well as part of a team -Ability to interact with people from varied cultural background -Sound problem solving skills with high flexibility -Ability to manage many task at the same time -Ability to identify the issue and issue resolution skill IV. RIGHTS IN DECISION MAKING: -Advise and give the recommendation to sale team for the True Money Agent’s behavior -Instruct call center team in primary dispute case handling -Advise and give the recommendation on the level of punishment on True Money Agent when they breach the True Money Agent Instruction Policy -Give advices for dispute resolution -Suspend any suspicious /fraud/dispute account