Role Purpose:

To support the end-to-end lifecycle of credit and debit card products, including acquisition, activation, transaction dispute management, and customer service. Act as a liaison between operations, marketing, and credit risk teams.

Key Responsibilities:

Card Acquisition Support: Process credit card applications, verify documents, check bureau scores, and ensure completeness before handoff to underwriting.

Customer Service & Queries: Resolve customer issues related to limit enhancement, interest charges, annual fee waivers, lost/stolen cards, and rewards redemption.

Dispute Management: Log and track chargeback cases (fraud, non-receipt of goods, duplicate billing) within regulatory timelines (e.g., Visa/Mastercard rules).

Operations & Maintenance: Manage card embossing, PIN mailers, limit changes, and block/unblock requests. Coordinate with vendors and IT for card generation.

Reporting: Prepare daily MIS on applications processed, cards issued, activation rates, and delinquencies (early bucket 1-30 DPD).

Cross-sell: Identify customers for balance transfers, personal loans, or card upgrades based on spending behavior.

Qualifications & Experience:

Qualifications: Bachelor’s degree (any field) or diploma in Banking.

Experience: 1–3 years experience in cards, consumer lending operations, or a contact center (banking).

Knowledge: Knowledge of card schemes (Visa/Mastercard/Amex) and local switching networks.

Competencies:

Process-oriented with high accuracy.

Patience for routine operational tasks.

Basic knowledge of interest calculations (APR, late fees).

• Process credit card applications, verify documents, check bureau scores, and ensure completeness before handoff to underwriting.
• Resolve customer issues related to limit enhancement, interest charges, annual fee waivers, lost/stolen cards, and rewards redemption.
• Log and track chargeback cases (fraud, non-receipt of goods, duplicate billing) within regulatory timelines (e.g., Visa/Mastercard rules).
• Manage card embossing, PIN mailers, limit changes, and block/unblock requests. Coordinate with vendors and IT for card generation.
• Prepare daily MIS on applications processed, cards issued, activation rates, and delinquencies (early bucket 1-30 DPD).
• Identify customers for balance transfers, personal loans, or card upgrades based on spending behavior.

• Process-oriented with high accuracy.
• Patience for routine operational tasks.
• Basic knowledge of interest calculations (APR, late fees).
• Knowledge of card schemes (Visa/Mastercard/Amex) and local switching networks.

• Bachelor’s degree (any field) or diploma in Banking.