Card Operations and Services Analyst

Job Description

The Card Operations Team at OFX is responsible for delivering a seamless, secure and scalable card services experience for our clients globally. As a Card Operations and Services Analyst, you will support the Global Manager, Cards & Transaction Services and will be responsible for end-to-end management of card issues, fraud prevention, fraud investigation and dispute resolution.

Responsibilities

• General day-to-day monitoring and operational management of the cards service capability, ensuring service availability and happy customers
• Exceptions processing, problem solving, incident resolution
• Supporting front-line teams for 2nd-level client service enquiries in line with the company’s direct-to-customer philosophy
• Maintain and build internal and external partner relationships
• Managing dispute processing for card payment schemes (Visa/Mastercard)
• Assisting with investigations relating to irregular usage, fraud and potential fraud involving OFX clients and cards
• Performing reconciliation and reporting on an ad-hoc and regular basis for internal and external stakeholders, partners and service providers
• Keeping accurate and meticulous records in our systems
• Assist in operational and services improvement, including design and delivery of processes and systems, development of SOPs, identification of improvements and automation opportunities

Qualifications

• Knowledge and operational experience of card schemes and systems
• Experience working with card scheme disputes and chargebacks, and their associated tools and services (VROL, MCOM, etc.)
• Experience working with card fraud systems, understanding card fraud identification and resolution; familiarity with Cardinal 3DS and Feature Space is a bonus
• Experience working within a globally distributed services delivery team, coordinating across multiple regions and time zones to ensure seamless and efficient operations
• Knowledge of Salesforce CRM or equivalent
• Knowledge of support and ticketing systems including Atlassian suite
• Have an operational mindset, able to balance risk and business outcomes, and effectively prioritise and manage workloads

Salary

The salary range for this position is $75,000.00 - $85,000.00 CAD. Exact salary offered will depend on multiple factors including level of experience, job-related knowledge, skills, work location, etc. In addition to base salary, this role may be eligible for a variable bonus and/or commission. As part of the compensation package, benefits are also offered for all full-time roles and part-time roles working a minimum of 24 hours a week.

Benefits

• Always keep learning – wide range of learning and career development opportunities, leadership training, secondments, internal mobility, and access to a large library of online learning
• Make a difference – encourage giving back to causes and communities, annual volunteer day, matched giving, and sufficient charity nomination opportunities each quarter
• Reward and recognition – celebrate peers’ effort, technical expertise or support through a range of global and regional channels and awards, including quarterly and annual awards, milestones and shout-outs
• Showing our social side – employee-led committees organize events to keep employees engaged inside and outside the office, including wellbeing activity, end-of-year celebration, monthly team get-togethers
• Benefits that mean something – primary and secondary gender-neutral carer parental leave (16 weeks) or birthday leave, supporting well-being at OFX
• A great work environment – work-life balance and flexibility with a hybrid work model in an inclusive, diverse and non-hierarchial culture

EEO Statement

If you require accommodation for any portion of the recruitment and hiring process, please email us at

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