• Profile
Job Description

The Senior Card & Open Banking Analyst (SCOBA) is an integral role responsible for ensuring that all Card and Open Banking services are fulfilled in line with service level agreements, procedures and with a high first time yield. This role provides  support to the Card Services Manager on general administration duties.

Key Responsibilities

Project support

  • Supporting planning workshops to help define detailed delivery plans
  • Conduct user testing and ensure the system meets requirements
  • Attend PWGs & assist the SME in resolving work-stream issues.
Client Service
 
Open Banking
 
  • Performing the onboarding and deletion of TPP - Third Party Providers (AISP / PISP / CBPII).
  • Processing all TPP request 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.
Card and token administration
  • Investigating, analysing and resolving all processing of cards transactions including rejected records posted in the “Errors” account.
  • Daily reconciliation of settlement data for Visa National and International transactions to our Banking system and investigate any discrepancies.
  • Verifiying accuracy and quality of the charge cards statements reported as “Rejected” before submission.
  • Support the card APP upgrade process and pilot testing.
  • Support the processing of all client requests ensuring all SLAs are met.
 

Card disputes and fraud prevention

  • Dealing with external client enquiries and internal client requests and queries received via the team’s mailbox and the corporate systems
  •  Dealing directly with external and internal clients to investigate any disputes / issues; providing guidance and reporting the resolution of each case.
  • Daily monitoring and maintenance of the cases created by the 24/7 Fraud Monitoring system to inform clients of suspicious transactions.
  • Handle 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-evaluating 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.
 

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, card scheme and other entities.
Operational Support
  • Handling and record keeping of incidents up to and including resolution
  • Maintain up to date the RCSA -  Risk and Control register and propose improvements to the line manager
  • Maintain up to date all internal procedures and customer journeys.
  • Generate and deliver continuous improvements to processes to enhance client service and work practice.
  • Maintaining an up to date the expenditure log of each supplier
  • Auditing invoices and bills issued and investigate any discrepancies.
  • Verification of system queues to ensure they are cleared daily.
  • Collaborate  with other senior members of the team to ensure BAU cycle is covered
Compliance
  • Investigating and record keeping of errors & complaints to establish root causes and take action.
  • Completing first line of defence testing for processes and suppliers
  • Ensuring all operational guidelines are followed and maintained.
  • Keeping up to date on industry development for open banking and card scheme regulations, system changes and compliance issues.
  • Supporting the Bank’s Guiding Principles and Brand Behaviors, ensuring all procedures are followed and kept up to date
People
  • Facilitate training within the team and externally to other areas in the bank
  • Encourage through cooperation and “hands on” attitude within the team
Key interfaces
  • Interaction with the wider banking department
  • Work closely suppliers and third party providers
  • Work closely with external clients and third party cardholders
  • Work closely with banking executives and relationship managers
Person Specification

Essential knowledge/Experience

  • Experience working in a similar role in a similar sector.
  • Good understanding of all card services processes: card administration and personalization, transaction processing, disputes resolution, fraud prevention, security protocols, wallets services.
  • High competency of outlook, Microsoft office & excel
  • Eager to continue learning and expanding knowledge of open banking and card services and regulatory requirements and scheme rules.
  • Excellent communication skills both written and verbal with clients, providers and senior management coupled with a high level of confidentiality, diplomacy and discretion.
Competencies
  • Problem solving and judgement
  • Planning and reviewing
  • Team working
  • Client focused
  • Working pro-actively