Card Operations Specialist
The Co-operative Bank is a different kind of bank. We’re here to change banking for good.
Since 1928 we’ve been doing right by people with a focus on helping New Zealanders get ahead financially. Our customers are at the heart of everything we do, and we’re committed to helping improve the world we work, live, and play in. To reflect this, we’re proud to be New Zealand’s first bank accredited as a Certified B Corporation. To top it off, we’re also the only bank in New Zealand that shares its profits with its customers.
Whether it’s help from one of our friendly teams, or a seamless experience with one of our digital solutions, we’ve got our customers covered. Here no two days are the same. Our people are empowered to innovate, share ideas, and let our skills take us to unexpected directions. But most importantly, we can be ourselves at work, we have fun but still get things done. Want to be part of a fun, productive team while your contribution is encouraged and genuinely value. Want to get to know just about everyone in the bank?
About the role:
We’re looking for a person who has passion in their belly, thinks outside the box, has great attention to detail, and has an amazingly friendly manner to join our small Card Operations Team.
The successful applicant will need to exercise judgement, support other Customer Banking Operations teams when needed, and possess the ability to develop beneficial relationships with customer, branch colleagues and teams. The Card Operations Team deals with card maintenance, disputed transactions and enquiries from many channels.
Key responsibilities
- Build relationships with Customer Banking teams.
- Understand the importance of having a team player attitude
- Contribute to achievement of team and bank goals.
- Complete work in queues within expected timeframes.
- Comply with various legislative requirements.
- Prioritising the high daily flow of Card maintenance tasks, ensuring these are addressed within the agreed SLA timeframes and correctly prioritised.
- Investigating disputed transactions and any chargeback rights with Mastercard and customers.
- You’ll maintain leading knowledge in all Card products, systems, criteria and policies.
- Supporting the branch network by resolving operational Card enquiries and other Customer Banking teams
Skills and experience
- Excel in customer service.
- Effective and professional communication skills.
- Have sound investigation skills.
- Accuracy and strong attention to detail.
- Be able to manage time effectively, handling numerous tasks and cases simultaneously.
- A working knowledge of the MasterCard rules and Ethoca or experience in contracts preferred.
- Some knowledge of scheme and EFTPOS system card transaction processing preferred.
- Demonstrate sound judgement in resolving issues.
- Apply initiative and strategic thinking.
- Is familiar with working in a small team dynamic
- Experience with Vision+ preferred.
This is an interesting and challenging role with plenty of variety, and you will use your ability to think on your feet to achieve the best results for our customers.
If you would like to discuss this position further, please email or call Tina Long.
