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Card and Payments Specialist Banking Operations Expert
1 month ago
Investec is a specialist bank serving clients in the UK and South Africa. Our culture is built on finding colleagues who think out of the ordinary and placing them in environments where they can 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 role and key responsibilities
As a Card Specialist, you will join our team to ensure our clients can use their card with minimal fuss and friction. Your focus will be on ensuring clients can use their card when required to keep it front of wallet. We are updating our bank account and card offering, and you will play an integral part in ensuring 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're looking for a curious and enthusiastic individual to help us maximize our card capabilities in a modern architecture geared towards client needs.
What we're looking for:
- Demonstrable experience in a card environment, with a focus on card acceptance and client experience.
- A track record of solving technical and business problems for clients, with 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 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 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 card forums to close identified issues and upcoming events.
- Closely collaborate with teams responsible for designing and implementing 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.
- Analyze client behavior 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 program launch support.
- Generate, lead, and implement process improvement ideas for card processes and procedures.
- Work closely with and act as escalation for complaints teams and Client Support Centre to identify issues impacting clients and seek resolution.
- Work closely with Global Fraud teams 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 and 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.
- A passionate and energetic client experience mindset.
- Ability to work under pressure and to tight time frames.
- Self-motivated with an ability to work individually and as part of a team.
- Ability to influence across all levels.
- Ability to build and maintain sound relationships with all internal and external stakeholders.
- To always act with integrity and embrace the philosophy of treating our customers fairly.
As part of our collaborative and agile culture, our working week is 4 days in the office and one day remote.
Investec offers a range of wellbeing benefits to make our people feel healthier, balanced, and more fulfilled in their lives inside and outside of work.
Wellbeing
Wellbeing Subsidy, Corporate Gym Membership, Virtual GP, Peppy Health App (Fertility, Menopause, and Early Parenthood), Optional Private Medical & Dental Insurance
Monetary
Non-contributory Pension & Discretionary Bonus
Life & Income Protection
Life Assurance, Critical Illness & Income Protection
Travel
Season Ticket Loan & Electric Vehicle Scheme
Embedded in our culture is a sense of belonging and inclusion. This creates an environment in which everyone is free to be themselves, which helps to drive innovation, creativity, and ultimately business performance. At Investec, we want everyone to find it easy to be themselves and feel they belong. It's a responsibility we all share and is integral to our purpose and values as an organization.
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