Card Operations and Services Analyst

OFX; Edmonton; Hybrid; CAD 75,000 - 85,000; Full time

Benefits offered by this job

Learning and career development opportunities

Annual volunteer day

Employee-led committees for events

Flexible work environment

Job summary

OFX is seeking a Card Operations and Services Analyst in Canada to manage card services operations and support issues related to fraud and disputes. This role involves monitoring service availability, supporting front-line teams, and performing regular reconciliation.

The ideal candidate will have operational experience with card schemes, experience in fraud systems, and knowledge of Salesforce CRM. The salary range is CAD 75,000 - 85,000 with benefits and opportunities for career development.

Qualifications

• Experience working within a globally distributed services delivery team.
• Familiarity with Cardinal 3DS and Feature Space is a bonus.
• Ability to balance risk and business outcomes effectively.

Responsibilities

• Monitor and manage the cards service capability ensuring service availability.
• Process exceptions and resolve incidents.
• Support front-line teams for 2nd-level client service enquiries.

Skills

Knowledge and operational experience of card schemes and systems

Experience with card scheme disputes and chargebacks

Experience working with card fraud systems

Operational mindset with prioritization skills

Tools

Salesforce CRM

Atlassian suite

Job description

Job Description

The Card Operations Team at OFX is responsible for delivering a seamless, secure and scalable card services experience for our clients globally. As a Card Operations and Services Analyst, you will support the Global Manager, Cards & Transaction Services and will be responsible for end-to-end management of card issues, fraud prevention, fraud investigation and dispute resolution.

Responsibilities

• General day-to-day monitoring and operational management of the cards service capability, ensuring service availability and happy customers
• Exceptions processing, problem solving, incident resolution
• Supporting front-line teams for 2nd-level client service enquiries in line with the company’s direct-to-customer philosophy
• Maintain and build internal and external partner relationships
• Managing dispute processing for card payment schemes (Visa/Mastercard)
• Assisting with investigations relating to irregular usage, fraud and potential fraud involving OFX clients and cards
• Performing reconciliation and reporting on an ad-hoc and regular basis for internal and external stakeholders, partners and service providers
• Keeping accurate and meticulous records in our systems
• Assist in operational and services improvement, including design and delivery of processes and systems, development of SOPs, identification of improvements and automation opportunities

Qualifications

• Knowledge and operational experience of card schemes and systems
• Experience working with card scheme disputes and chargebacks, and their associated tools and services (VROL, MCOM, etc.)
• Experience working with card fraud systems, understanding card fraud identification and resolution; familiarity with Cardinal 3DS and Feature Space is a bonus
• Experience working within a globally distributed services delivery team, coordinating across multiple regions and time zones to ensure seamless and efficient operations
• Knowledge of Salesforce CRM or equivalent
• Knowledge of support and ticketing systems including Atlassian suite
• Have an operational mindset, able to balance risk and business outcomes, and effectively prioritise and manage workloads

Salary

The salary range for this position is $75,000.00 - $85,000.00 CAD. Exact salary offered will depend on multiple factors including level of experience, job-related knowledge, skills, work location, etc. In addition to base salary, this role may be eligible for a variable bonus and/or commission. As part of the compensation package, benefits are also offered for all full-time roles and part-time roles working a minimum of 24 hours a week.

Benefits

• Always keep learning – wide range of learning and career development opportunities, leadership training, secondments, internal mobility, and access to a large library of online learning
• Make a difference – encourage giving back to causes and communities, annual volunteer day, matched giving, and sufficient charity nomination opportunities each quarter
• Reward and recognition – celebrate peers’ effort, technical expertise or support through a range of global and regional channels and awards, including quarterly and annual awards, milestones and shout-outs
• Showing our social side – employee-led committees organize events to keep employees engaged inside and outside the office, including wellbeing activity, end-of-year celebration, monthly team get-togethers
• Benefits that mean something – primary and secondary gender-neutral carer parental leave (16 weeks) or birthday leave, supporting well-being at OFX
• A great work environment – work-life balance and flexibility with a hybrid work model in an inclusive, diverse and non-hierarchial culture

EEO Statement

If you require accommodation for any portion of the recruitment and hiring process, please email us at [e-mail].