Credit Card Operations – Analyst

Position Title: Credit Card Operations - Analyst Position Summary The Credit Card Operations Analyst plays a critical role in supporting daily credit card operations, ensuring efficient processing, timely issue resolution, and seamless cardholder experience. This role provides analytical and operational support, serves as a liaison between internal teams and vendors, and assists with project initiatives aimed at enhancing credit card programs and systems. Essential Duties And Responsibilities Operational Support Monitors credit card transaction activity to ensure accuracy, compliance, and timely processing. Investigates and resolves cardholder issues, disputes, and escalations in accordance with internal procedures and regulatory requirements. Performs daily reconciliations, settlement reviews, and exception reporting. Ensure adherence to fraud prevention controls and support risk mitigation strategies. Maintains up-to-date knowledge of card network rules (Visa, Mastercard, etc.) and ensure operational processes align. Resolves assigned CRM tickets, service requests and emails ensuring timely responses and accurate documentation of actions taken. Customer & Internal Support Investigates and resolves escalated cardholder issues, including declined transactions, billing errors, or chargebacks. Assists in onboarding and support new card programs or features. Provides guidance and training to internal teams on credit card processes and systems. Track sand follows through on open service tickets to ensure timely resolution. Respond to inquiries from internal departments and cardholders via CRM, service desk systems, phone, and email, ensuring accurate, timely, and professional support. Collaborate with Member Services and branch staff to assist in real-time troubleshooting of credit card issues and ensure seamless support across departments. Reporting & Analysis Generates and analyzes operational reports, identifying trends and recommending improvements. Supports monthly reporting and audits to ensure data integrity and compliance. Assist with quality assurance testing for credit card system updates and new releases. Project Assistance and Implementation Support Collaborates with cross-functional teams on credit card-related initiatives, system upgrades, and vendor integrations. Participates in user acceptance testing (UAT) and provide feedback on process enhancements. Helps draft process documentation, training materials, or operational readiness plans related to project deliverables. Tracks operational impacts of projects and ensure continuity in daily card operations during transitions. Financial Responsibility: (Indicate type and amount of budget, sales volume, etc. for which this position is responsible) $212 million credit card portfolio Minimum Qualifications Education: High school diploma or equivalent required Bachelor's or equivalent mix of education and experience preferred. Experience 2+ years of experience in credit card operations, finan