Card and Payments Operations Specialist
1 week ago
About the Role
Investec is a distinctive Specialist Bank serving clients mainly in the UK and South Africa. Our culture provides the edge: we work hard to find colleagues who will think out of the ordinary and put them in environments where they will flourish. We combine a flat structure with a focus on internal mobility. If you can bring an entrepreneurial spirit and a desire to learn and collaborate to your work, this could be the boost your career deserves.
Description of the Role and Key Responsibilities
As a Card Specialist, you will join our team to ensure our clients can use their card with the minimum of fuss and friction. Your focus will be on ensuring clients can use their card when required to ensure it remains front of wallet. We are also updating our bank account and card offering, and you will play an integral part in ensuring that the operational requirements and functionality of the card are delivered. You will work closely with several teams across Investec, including Engineers, Product Owners, like-minded Card SMEs, and operational areas such as the client contact centre, complaints team, Fraud, and third-party management. In addition to internal stakeholders, you will work closely with our card vendors and attend industry forums. We are looking for a curious and enthusiastic individual to help us maximize our cards' capabilities in a modern architecture geared towards our clients' needs.
What We're Looking For
- Demonstrable experience in a card environment (having worked within a bank or card issuer), with a focus on card acceptance and client experience.
- A track record of solving technical and business problems for clients, and a people-oriented approach.
- Strong prioritization skills and the ability to manage workload to meet client expectations.
- Enthusiasm for learning and staying up to date with industry trends.
- Experience in Banking operations and/or card issuing.
What You Will Be Doing
- As part of the launch of our new Private Client Account, ensure operations requirements are delivered as we transition to a new card's platform. Work closely with the project group and operations teams to ensure operations requirements are met, and teams are trained ahead of launch.
- Support complaint handling by conducting deep dives into matters that are causing clients' cards to decline, resulting in a poor experience.
- Work closely with teams across Investec, our card vendors, to close gaps identified through deep dives.
- Own and drive internal weekly cards forum to close identified issues and upcoming events.
- Closely collaborate with teams responsible for the design and implementation of innovative payment solutions for private clients.
- Provide expert guidance on card scheme, regulations, and compliance requirements.
- Participate in market research to stay informed about the latest trends and advancements in credit card technologies and services.
- Offer training and support to internal teams on new products and services.
- Provide regular reporting on card performance.
- Conduct analysis into trends on card declines.
- Analyse client behaviour and make recommendations for enhancements or new features.
- Support the implementation of Google wallet.
- Liaise with key partners, including Scheme, Processors, and Card Bureaus, for programme launch support.
- Generate, lead, and implement process improvement ideas for cards processes and procedures.
- Work closely with and act as escalation for complaints team and Client support centre to identify issues impacting clients and seek resolution.
- Work closely with Global Fraud team to ensure their rules do not adversely impact clients more often than necessary.
- Point of escalation for approval of financial loss exposures related to payment errors and their associated recovery.
Core Skills and Knowledge
- Proven experience as a Visa, Mastercard, or Amex Subject Matter Expert or similar role.
- Strong understanding of the card & payments industry, including regulatory and market dynamics.
- Excellent analytical and problem-solving skills.
- Experience working in a card operations environment.
- Ability to deliver excellent client experience.
- Strong knowledge of card parameters and their impact on the client journey.
- Knowledge of the Card and Payments Industry and Regulation.
- Strong relationship management skills and outstanding client service and interpersonal skills.
- Excellent communication skills.
- Strong influencing skills.
- Any other 'softer' attributes that are considered essential for the role. A passionate and energetic client experience mind-set, ability to work under pressure, self-motivated, and ability to build and maintain sound relationships with all internal and external stakeholders.
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