Card Operations Specialist

Job Description

The Card Operations Specialist is responsible for the efficient and Shari'ah-compliant execution of credit card operational activities, including processing, settlement, servicing, and monitoring. The role ensures that all card operations meet both operational excellence standards and Islamic banking principles, supporting the Bank's strategic goal of delivering high-quality, ethical financial services.

Key responsibilities:

Card Lifecycle Management:

• End-to-end handling of Islamic credit card operations, including issuance, activation, renewals, replacements, amendments, and closure.
• Manage card activation, PIN generation, replacement, renewal, and cancellation processes with strict adherence to operational and Shari'ah standards.
• Ensure proper documentation and audit trails for all operational activities.
• Coordinate with card manufacturers & network partners for card production, delivery, and operational issues.

Transaction Settlement and Monitoring:

• Manage daily settlement and reconciliation with card schemes (Visa, Mastercard, etc.).
• Timely investigation and closure of settlement discrepancies
• Review and process chargebacks, retrieval requests, and representments in line with card scheme rules and internal Shari'ah policies.

Dispute Resolution & Fraud Handling:

• Process customer disputes, chargebacks, and retrievals according to international card scheme guidelines and Islamic banking principles.
• Address escalated customer service requests related to card blocking, unblocking, disputes, and fraud alerts.

Customer Servicing and Issue Resolution:

• Handling service requests and complaints received from various channels.

Audit, Compliance, and Risk:

• Ensure all operational processes are in line with regulatory requirements (e.g., Central Bank guidelines) and internal SOPs.
• Support internal audits, external audits, and Shari'ah audits by preparing required documents and explanations.

System Support and Enhancements:

• Support testing and implementation of system upgrades, new products (e.g., digital cards), or process improvements.
• Identify and recommend opportunities to automate manual processes to improve efficiency and compliance.