Senior Analyst

About the Role

We are looking for a Senior Analyst (3-5 years experience) to support card servicing and customer operations, handling card-related requests such as lost/stolen cards, fraud reporting, transaction inquiries, card activation, PIN resets, and digital banking access issues. The ideal candidate will possess strong customer service and problem-solving skills, experience in banking or cards operations, and the flexibility to work in a night-shift environment while ensuring a seamless customer experience and adherence to service standards.

Key Responsibilities

• Handle customer requests related to lost or stolen cards, including card blocking, freezing, and reissue coordination.
• Support customers with fraud and unauthorized transaction reporting, ensuring timely card blocking and investigation initiation.
• Resolve card decline issues by identifying causes such as fraud rules, card blocks, or insufficient funds and advising on next steps.
• Assist customers with card activation for newly issued cards when self-service options are unavailable.
• Support PIN reset and PIN change requests to enable continued card usage.
• Address balance inquiries and recent transaction queries, primarily through digital channels and agent support when required.
• Resolve login and password issues impacting customer access to card services.
• Ensure accurate documentation, adherence to operational procedures, and delivery of a high-quality customer experience.
• Meet service levels, productivity metrics, and compliance requirements in a fast-paced environment.

Requirements

• Experience in Cards Operations, Customer Service, Banking Operations, Fraud Support, or Card Servicing.
• Strong understanding of debit/credit card processes, fraud prevention, and customer support workflows.
• Excellent problem-solving, communication, and customer-handling skills.
• Ability to work effectively in a night-shift environment.
• Experience handling card-related queries such as card blocking, fraud reporting, transaction disputes, and customer authentication.
• Comfortable working in a high-volume, service-oriented environment with strict SLA adherence.
• Flexibility to work in a hybrid work model (subject to client confirmation).
• Immediate and Early Joiners Preferred.

Disclaimer: The following job description serves as an informative reference for the tasks you may be required to perform. However, it does not constitute an integral component of your employment agreement and is subject to periodic modifications to align with evolving circumstances.

Please Note: We appreciate the accuracy and authenticity of the information you provide, as it plays a key role in your candidacy. As part of the Background Verification Process, we may verify your employment, education, and other details. Please ensure all information is factual and submitted on time. For any assistance, your recruiter is available to support you.