Banking Operations- Analyst, Cards & Open Banking

Arbuthnot Latham; London; On-site; GBP 30,000 - 50,000; Full time

Job summary

A leading banking institution is seeking an Analyst for their Cards and Open Banking division, focused on client support and operational excellence. The role includes handling client inquiries, processing card-related tasks, and managing disputes. Ideal candidates will have strong customer service skills and a good understanding of operational processes, with opportunities to engage in ongoing learning and development.

Benefits

Competitive salary, pension & holiday allowance

BUPA Health cover

4x Life Assurance

Discretionary bonus

Market leading maternity/paternity and menopause policies

Qualifications

• Previous experience in a similar role and sector desirable.
• IT literate with a good understanding of Microsoft Office.
• Strong customer service ability and high level of accuracy.

Responsibilities

• Provide expert client service and operational support on cards-related matters.
• Process client requests for cards orders, token maintenance, and card status changes.
• Investigate and resolve disputes and fraud claims.

Skills

Customer Service

Communication

Attention to Detail

Problem Solving

Time Management

Tools

Microsoft Office

Excel

Job description

Banking Operations- Analyst, Cards & Open Banking

The Analyst, Cards and Opening Banking will primarily focus on providing an expert client service and operational support on cards related matters, ensuring client requests and queries are handled accurately, efficiently and within agreed service level agreements and appropriate timescales. The Analyst, Cards and Opening Banking will take responsibility for dealing with the whole BAU flow and need to demonstrate an ability to professionally and sympathetically deal with external and internal clients.

To place the interests of customers at the centre of all activities, act in a way that is consistent with achieving good outcomes for consumers and to comply with the FCA and PRA's Conduct Rules.

Key Responsibilities:

Client service and Operational support

• Dealing with external client enquiries and internal client requests and queries received via the team’s mailbox and other corporate systems.
• Dealing directly with external and internal clients to investigate any disputes; providing guidance and reporting the resolution of each case.
• To assist the Banking team with the preparation of cash orders and any related cash checks / audit requirements

Card and token administration

• Processing of all client requests: cards orders, token maintenance, card APP activations, card status changes, data maintenance, bonus limits, PIN resets, and more.
• Investigating, analysing and resolving all processing for card transactions including rejected records posted in the “Errors”
• Daily reconciliation of settlement data for Visa National and International transactions to our Banking system and investigate any discrepancies.
• Verifying accuracy and quality of the charge cards statements reported as “Rejected” before submission.
• Support the card APP upgrade process and pilot testing.
  

Card disputes and fraud

• Daily monitoring and maintenance of the cases created by the 24/7 Fraud Monitoring system to inform clients of suspicious transactions.
• Handling the full cycle of card dispute claims up to resolution.
• Daily monitoring and maintenance of the card dispute claims databases ensuring all claims are processed within the appropriate time frame.
• Investigate fraudulent transactions and consumer disputes to ensure that claims are genuine prior to refunding customers or the initiation of a claim to the card scheme.
• Manage dispute responses to clients and re-evaluate cases to determine if a challenge should be made to the merchant’s claims.
• Recrediting client funds where the client has been the victim of fraud or other non fraud disputes in their favour.

Open Banking

• Performing the onboarding and deletion of TPP - Third Party Providers (AISP / PISP / CBPII).
• Processing all TPP requests and queries during the TPP life cycle.
• Maintaining an efficient record keeping of TPP supporting documentation.
• Setting up, updating or removing access rights for new users of OBAPI - Oracle Banking Application Programming Interface and APIPCS is Oracle Application Programming Interface Platform Cloud Service.
• Maintaining the user register for all systems (OBAPI and APIPCS).
• Raise any technical issues to the IT team and follow up to resolution.
• Maintain the incidents and/or downtime register for OBAPI and APIPCS.
• Report and handle all incidents for OBAPI and APIPCS.
  
  

Reporting and analysis

• Daily and weekly production and analysis of BAU operational and metrics reports for management purposes.
• Monthly and quarterly production of MI reports and external reports to the regulators, cards scheme and other entities.

General Administration

• Responsible for keeping client and card services records updated.
• Assisting in the administration of general office management tasks.
• Undertaking project work when
• Audit of invoices and bills issued by our suppliers and investigate any discrepancies.

Compliance

• Keep up to date on Visa regulations, system changes and compliance issues.
• Investigate Errors & Complaints, root causes and propose actions to ensure they are not repeated.
• Enthusiastically support the Bank’s Guiding Principles and Brand Behaviours, ensuring all procedures are followed and kept up to date.

People

• Actively help and support colleagues within the immediate team.
• Facilitate side by side training as needed to ensure that all staff are adequately trained to perform their job functions.
• Proactively seek business overviews, cross training, coaching or mentoring that will either enhance your deliverables to the end client and/or your own. progression within Arbuthnot Latham.

Risk

• Responsible for managing risks inherent to the role by diligently observing internal policies and procedures.

Key Interfaces:

• Work closely with external clients and third party cardholders
• Work closely Banking Executives and Relationship Managers
• Work closely suppliers and third party providers
• Interaction with wider Banking Operations Department
• Responsible for managing risks inherent to the role by diligently observing internal policies and procedures.

Person Specification

Essential knowledge/Experience/Skills:

• Previous experience in a similar role and a similar sector desirable but not essential.
• IT literate, and a good understanding of Microsoft Office.
• Experienced Excel user at middle level.
• Eager to learn and expand knowledge of card services and regulatory requirements.
• A “can do” attitude.
• Excellent verbal and written communication skills.
• Strong customer service ability. High level of accuracy and attention to detail.
• Excellent organisational skills.
• Strong time management skills and the ability to work well under pressure.
• Ability to maintain a high level of confidentiality, diplomacy and discretion.
• Eager to learn and expand knowledge of card industry.
• Problem Solving and Judgement
• Planning and Reviewing
• Client Focus
• Working Proactively

About Us

Life, Work and Benefits

Arbuthnot Latham is committed to equal-opportunities for all staff and candidates. We embrace inclusion & diversity and understand why they are critical for the success of our business and people.

• Competitive salary, pension & holiday allowance
• BUPA Health cover
• 4x Life Assurance
• Discretionary bonus
• Market leading maternity/paternity and menopause policies