Card Operations and Services Analyst

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
• What you bring:
• 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, understands 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, able to effectively prioritise and manage their workloads
• This is a new full time permanent position.
• We operate as one team, cross-functionally and globally, to drive outcomes that deliver excellence for our customers. We're curious self-starters who love learning and sharing our knowledge with others. We embrace change and use our initiative and resilience to overcome challenges.
• Always keep learning. We offer a wide range of learning and career development opportunities to help every OFXer build their capacity and career, with leadership training, secondments, internal mobility and access to a large library of online learning.
• Reward and recognition. We recognise a job well done. OFXers are encouraged to celebrate their 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. Our Good Vibes employee-led committees around the globe organize events to help keep our employees engaged inside and outside the office. Whether it's a wellbeing activity, end of year celebration, or a monthly team get-together, our team wants you to feel welcome!
• Benefits that mean something. We offer a range of fantastic benefits, including primary and secondary gender neutral carer parental leave (16 weeks) or birthday leave, you'll feel well-supported at OFX.
• A great work environment. Enjoy work-life balance and flexibility with our hybrid work model, in an inclusive, diverse and non-hierarchal culture.
• At OFX, we are commi

Benefits

Additional Information

The Card Operations Team at OFX is responsible for delivering a seamless, secure and scalable card services experience for our clients globally As Card Operations and Services Analyst, your role will be to support the Global Manager, Cards & Transaction Services, and your responsibilities will include end- to-end management of card issues, fraud prevention, fraud investigation and dispute resolution. As a key member of our team, you will work closely with internal stakeholders across risk, compliance, technology and customer support as well as external partners, including payment networks and service providers.

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