To provide secondÃÂâÃÂÃÂÃÂÃÂlevel support for resolving customer cardÃÂâÃÂÃÂÃÂÃÂrelated issues across credit, debit, and prepaid cards. The role interfaces with multiple card systems, payment processors, authorization networks, and internal stakeholders to ensure quick and accurate resolution of card issues.
Essential Functions
Provide secondÃÂâÃÂÃÂÃÂÃÂlevel operational and technical support for all cardÃÂâÃÂÃÂÃÂÃÂrelated issues across channels.
Handle customer complaints and queries logged via branches, CCC, relationship managers, or digital channels.
Use multiple card systems; CMS (Credit/Prepaid), Switches, Authorization network tools, Fraud monitoring systems, Dispute/Chargeback platforms
Execute card lifecycle processes; Statement generation, PIN reissuance (Verve, Visa, USD prepaid), Card renewal, closure, and reactivation, Limit increases or decreases, Direct debit execution for credit cards
Liaise with payment processors (Network International, Interswitch) to resolve escalated cases.
Log and resolve cases ensuring closure within SLA.
Ensure compliance with scheme rules, regulatory policies, and internal operating procedures.
Qualifications
First degree in IT, Business, Economics, or related field
Experience Required
4-6 years' experience in card operations, digital channels support, or banking operations. Experience with switches, card systems, and payment platforms. Experience working with customers and resolving technical issues
Behavioural Competencies:
Adopting Practical Approaches
Articulating Information
Challenging Ideas
Developing Expertise
Documenting Facts
Embracing Change
Examining Information
Exploring Possibilities
Interacting with People
Team Working
Thinking Positively
Upholding Standards
Technical Competencies:
Active Listening
Customer Reception and Channelling
Difficult Calls Management
Electronic Communications & Devices
Query Resolution
Telephone Caller Handling
Workflow Management