Job Purpose:

The Card Operations Associate supports the day-to-day operational activities related to the bank’s card products, including card issuance, servicing, fraud support, settlements, reconciliations, system updates, and regulatory reporting. The role works closely with the Card Operations Manager to ensure accurate processing, timely service delivery, proper documentation, and smooth coordination with internal departments, vendors, and card schemes.

Tasks:

1. Policy, Procedures & Documentation Support

• Assist in maintaining procedural documents, SOPs, and process maps to ensure operational accuracy.
• Support periodic updates to policies and procedures based on guidance from the Card Operations Manager.
• Keep operational manuals, checklists, and workflow documents updated and accessible.
• Assist with staff communication regarding updated procedures or newly implemented changes.

2. Card Issuance & Customer Servicing – Coordinating with the Service Provider

• Process card issuance requests including replacements, renewals, and re-carding activities.
• Assist in configuring card limits, product parameters, and customer servicing requests based on approved instructions.
• Support daily card servicing tasks: statement retrieval, customer confirmations, goodwill credits, merchant refunds, and other customer-related actions.
• Coordinate with courier partners for card dispatch tracking and customer delivery follow-ups.
• Maintain card event communication templates and support SMS/email sending as per bank guidelines.

3. Settlements, Billing & Reconciliation Assistance

• Assist in generating daily settlement files and reviewing reconciliation outputs.
• Support the tracking and investigation of unmatched transactions, aged exceptions, and settlement discrepancies.
• Prepare basic GL entries, settlement summaries, and reports as instructed by the Manager.
• Assist in reviewing scheme invoices (assessment fees, processing fees) and comparing billed amounts against transaction records.
• Highlight unusual posting trends or discrepancies for further review.

5. Card & Banking Systems & Product Setup Assistance

• Support product setup tasks including parameter updates, limit changes, and rule configurations based on approved instructions.
• Assist with BIN management updates, MCC restriction adjustments, and authorization rule maintenance.
• Coordinate with IT and vendors to raise system access requests, log issues, and test enhancements or patches.
• Help monitor scheme bulletins, mandates, and network updates, escalating items requiring action.

6. Compliance, Reporting & Audit Support

• Prepare basic reports required for regulatory submissions, scheme reporting, and internal monitoring.
• Assist in compiling data and documentation for internal/external audits, inspections, and compliance reviews.
• Maintain proper records for PCI-DSS requirements, fraud logs, chargeback files, and settlement documents.
• Ensure daily operations follow internal guidelines, standard controls, and approved workflows.

Qualification & Experience

• Bachelor’s degree in business, Finance, IT, or related field.
• Minimum 5 years of experience in card operations, including fraud and settlement functions.
• good knowledge of JAYWAN/VISA/Mastercard rules and standards, 3DS, and regulatory requirements.
• Experience with card management systems, core banking, and settlement platforms.
• Proficiency in MS Excel and basic analytical/reporting skills.
• Strong attention to detail, and communication skills.