Requirements

• Matric is essential.
• 24 years’ experience in card operations within a banking or financial services environment.
• Solid understanding of debit and credit card issuing processes.
• Experience handling card disputes, chargebacks, and transaction queries.
• Exposure to fraud monitoring and card-related investigations is advantageous.
• Knowledge of card management systems and transaction processing platforms.
• Familiarity with card network rules (VISA, MasterCard, etc.).
• Proficient in MS Office (especially Excel and Outlook).
• Comfortable working with banking systems and internal platforms.

Responsibilities

• Ensure the Card environment meets its goals and operates efficiently and effectively
• Comply with operating processes to meet quality and operational targets
• Support the resolution of service breakdowns and maintain high customer service levels
• Attend to escalated queries with efficient and accurate guidance
• Monitor feedback and quality controls for queries, escalations, and complaints
• Maintain confidentiality and integrity of customer information
• Resolve exceptions daily to avoid unnecessary losses
• Implement and adhere to all process changes and new processes
• Support effective business continuity management
• Adhere to payment processing policy frameworks for accurate financial transactions
• Prevent potential losses by following operational instructions
• Build and maintain strong relationships with internal/external stakeholders and vendors
• Log operational incidents and monitor internal control implementations