Operations Officer - Card Centre - Emirati Talent

Job Purpose

Input & verifies the credit card bookings and static data maintenance in line with applicable policies and procedures relating to all aspects of credit cards. Act as a support function to the team and assist them in all responsibilities allocated on a daily basis. Where required, established process flows to facilitate card transactions and coordinates with the bank's branches and courier service to ensure appropriate cards dispatch.

• Ensure credit card documentation is checked as per credit card policy, approval is in place.
• Ensures that the input team within TAT processes all credit card applications.
• All credit card discrepancy applications are returned to source team under control sheet and ensure tracker is maintained accurately.
• Ensure the supplementary cards are issued with correct limits and linked with their main cards.
• Performs verification checks that the action entered in the system is correct and as per instructions given by customer / signature verified by authorized person for all maintenance activities performed on existing cards. This function includes examining activities like Card replacements, blocking and unblocking of cards, limit increases and decreases, address changes, card cancellations, etc. against the daily system log reports.
• Performs limit increase against the customer / branch instruction received and under approval criteria.
• Examines lost/stolen card reported and ensure that appropriate and timely replacement of the card is done.
• Ensure that the Replacement fees and charges to be collected from customers list is checked and submitted to the financials team for further processing.
• Captured cards handling and calling customers for suspected transactions.
• Ensures, the card production files are downloaded from respective processor SFTP, checked and transfer under dual custody to the vendor for cards personalization within approved TAT.
• Checks the accuracy of critical data entered in AFS V+ against the credit card applications before the card production file cut-off.
• Reviews and forwards correspondence drafted in response to branch enquiries pertaining to delivery of cards. Where required, drafts responses to queries raised by branches regarding similar and other concerns related to cards.
• To update & maintain a tracker for cards returned by EMPOST and resending. Ensure that all MS Excel trackers are updated accurately and on time.
• Checks card stock reconciliation (debit and credit cards) ensuring that vendor reconciliation report is validated against the daily tracker and spoilt / damaged cards are within the agreed % mentioned in the SLA.
• Ensure that the EMPOST /IDEMIA invoices are monthly reconciled against the courier deliveries arranged and report submitted to Team Leader.

• Ensure that CRM queries/ complaints are resolved within TAT.
• Responds to branches and contact center, phone and E-mail enquiries on a daily basis.
• Performs daily Reconciliation for debit cards and credit cards with the card production hand-back report and courier file / branch acknowledgements.
• Process BT/CT request on a timely basis.
• Backup other Team members in the peak volume times for Cards dispatch processing.
• Develop BRD/FCD for any development required on system or any changes that are needed to improve the existing systems by coordinating with IT until closure. To support unit in UAT for new products launched by business.
• Ensure no delays in month-end activities as outlined in the Desk responsibilities.
• To record & maintain, all data on Daily / Periodic processing of transactions & execution of activities required for the MIS.
• To ensure proper maintenance of all Relevant Documentation / Reports and their Archival/ Retrieval.
• Reports daily / monthly MIS to the line manager for all new cards (Credit / debits) processed and done maintenance.
• Maintain high morale within the team & live up with the values of the Bank at all times.
• Comply with Bank KYC Guidelines and adhere to the relevant controls and checks.
• Perform any other duties or responsibilities that are consistent with the employee Role and assigned by the management.

• Bachelor’s degree or equivalent diploma in Banking.

• Certification or training in Card Centre Operations, card processing systems, or payment services.

• 1 to 3 years of experience in Card Centre Operations.

• Excellent verbal and written communication skills in English & Arabic.
• Strong interpersonal and stakeholder management skills.
• Knowledge of card policies, procedures, and regulatory requirements.
• High attention to detail with strong accuracy in transaction processing.
• Good problem-solving skills and ability to handle operational issues under pressure.