Card Processing Analyst

Job description:

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: RM2, RM4,500.00 per month

Benefits:

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

Work Location: In person