Card Operations Support Analyst

1 week ago

Bandar Utama, Malaysia Canaan Communication & Technologies Sdn Bhd Full time

Responsibilities

  • Be our subject expert in our Card Operations.
  • Ensure day-to-day operations comply with the regulatory and internal requirements.
  • Collaborate with product, customer experience and business to create a robust operation process that delight our customers where it matters most.
  • Leverage technology to drive a high degree of digitalisation and scalability. Card Management
  • Monitor blank card & stationery inventory balance/maintenance in the systems. To escalate to the teamlead for threshold limit reach.
  • To attend to query or confirmation required from the Card Service provider on embossing, delivery & return card status. Card Settlement
  • Monitor daily MasterCard & Paynet settlement received as per standard scheduled by the card scheme.
  • Monitor & ensure settlement was auto-created in the system as per scheduled and attended by the Payment Operations.
  • To escalate on any delay in processing to the team lead and ensure action taken to resolve the issue. Card Transaction Reconciliation
  • Monitor Daily Card Reconciliation case auto-created in the system as per scheduled.
  • Check & confirm parent case created with sufficient files ingested & child case match the Unrecon item (if any).
  • Maker/Checker to the child case item by reconfirming transaction status before proceed with credit/debit remarks.
  • To escalate/liaise with service provider for clarification/confirmation required on the reconciliation item. Card Dispute /Chargeback
  • Monitor and attend to incoming dispute / chargeback received from Mastercard or Paynet.
  • Ensure incoming dispute raised by the card scheme being attended and respond within the SLA.
  • Review and analyst dispute raised by customer through Customer Experience team via system. Confirm and proceed to service provider for chargeback issuance (if eligible for chargeback)
  • To monitor chargeback status from time-to-time and update Customer Experience. Card General Enquiry
  • To attend to the General Enquiry case raised by Customer Experience. Analyze and to respond within the SLA.
  • Ensure case analyse thoroughly and respond to Customer Experience within the SLA. User Acceptance Test (UAT)
  • To attend to Cards related UAT as per timeline set.
  • Ensure UAT Test Script is updated correctly and review the team lead.

Requirements

  • Passionate about solving problems – possesses a relentless need for investigation and data exploration. Use your problem-solving skills to foresee obstacles and proposed changes to the operation process.
  • At least 2 years of experience in Card operations, journey mapping and process optimization
  • Strong foundation in design thinking and human centric methodologies
  • A thorough understanding of the latest process enhancement strategies and experience applying related to Cards industry
  • A sharp eye for identifying weak points in processes and workflow structures
  • A strategic and analytical mindset as you will have to critically evaluate individual processes and iterations, then synthesize their insights
  • An excellent communicator with top-notch presentation skills as you will often hold presentations, lead brainstorming sessions and trainings, and create reports
  • Must be organized and committed to meeting deadlines as you will spearhead both the planning and implementation
  • Comfort in dealing with ambiguity and operating in a fast-changing, unstructured environment
  • Confidence in your abilities to lead organizational change.

Job Types: Full-time, Contract

Contract length: 12 months

Pay: Up to RM4,500.00 per month

Benefits:

  • Health insurance
  • Maternity leave
  • Opportunities for promotion
  • Professional development

Work Location: In person

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