Cards Speialist

Key Responsibilities

• Customer Experience and Support:
• Addresses escalated issues related to card products.
• Supports customers on their queries, for card issues/requests.
• Analyze customer feedback and transaction data to improve cardholder experience.
• Coordinates with CRM departments on enhancing customer service.
• Monitor card system performance and escalate any technical or operational issues.
• Reference: T68xo4VlZyZHzuUl0Whq2xvyhbZBsAXH51xQ0toueq3uk7OdOZci60VGjBWw0z82

Card Risk Management:

• Daily Card Fraud alerts and Dispute/Chargeback management.
• Align with Operational and Finance teams to debit and credit accordingly customers for disputes/chargebacks.
• Stay up to date with card scheme regulations and propose own ideas to enhance the risk management.

Analytics and Performance Monitoring:

• Monitor KPIs related to card performance, such as activation rates, transaction volumes, and chargebacks.
• Provide insights and recommendations to improve identified potential issues.
• Prepares reports as per department needs.

Documentation and Process Improvement:

• Maintain accurate documentation of processes, policies, and procedures related to card operations.
• Identify areas for process improvement and propose solutions to enhance efficiency.

Vendor and Partner Management:

• Supports in third party vendor relationships when needed
• Supports in SLA, contract reviewing and provides expertise where applicable.

Desired Qualifications and Skills

• Bachelor’s degree in Finance, Business, or a related field preferred, but would love it more if you have certifications from Card Schemes.
• 1-2 years of experience in financial industry, FinTech or Cards experience a big plus.
• Good analytical skills with proficiency in data analysis tools (e.g., Excel, SQL).
• Knowledge of regulatory requirements and compliance standards in the card industry would be considered as plus.
• Basic understanding of payment systems and card products
• Excellent analytical, problem-solving, and decision-making skills.
• Strong communication and interpersonal skills, with the ability to collaborate across departments and external vendors.
• Familiarity with fraud detection tools and compliance frameworks is a big plus.