Card & Payments Specialist Banking Operations (10988)

As a Card Specialist you will join our team to ensure our clients are able to use their card with the minimum of fuss and friction. Your focus will be on ensuring clients are able to use their card when required to ensure it remains front of wallet. We are also 'updating our bank account and card offering and you will play an integral part in ensuring that the operational requirements and functionality of the card are delivered. As a result, you will work closely with several teams across Investec, including, Engineers, Product Owners, like-minded Card SMEs and operational areas such as the client contact centre, complaints team, Fraud and third part management. In addition to the internal stakeholders, you will work closely with our card vendors, and attend industry forum. We're looking for curious and enthusiastic individual to help us to maximise our cards capabilities in a modern architecture geared towards our client needs. You'll be an SME bearing practical, industry experience of card management and client experience. Your knowledge and skillset will be used to delight our clients. A further responsibility of this role will be to oversee the client experience associated to the execution of private clients' payments via, online, telephone and the Investec App. You will be a key escalation point for UK Bankers, as well as maintaining oversight of cards and payment reconciliations managed by the central payments team. Successful applicants will,

• As part of the launch of our new Private Client Account, ensure operations requirements are delivered as we transition to a new card's platform Working closely with the project group and operations teams to ensure operations requirements are met, and teams trained ahead of launch.
• Support complaint handling conducting deep dives into matters that are causing clients cards to decline resulting in a poor experience.
• Work closely with teams across Investec, our card vendors to close gaps identified through deep dives.
• Own and drive internal weekly cards forum to close identified issues and upcoming events.
• Closely collaborate with teams responsible for the design and implementation of innovative payment solutions for private clients.
• Provide expert guidance on card scheme, regulations and compliance requirements.
• Participate in market research to stay informed about the latest trends and advancements in credit card technologies and services.
• Offer training and support to internal teams on new products and services.
• Provide regular reporting on card performance.
• Conduct analysis into trends on card declines.
• Analyse client behaviour and make recommendations for enhancements or new features.
• Support the implementation of Google wallet.
• Liaise with key partners, including Scheme, Processors, and Card Bureaus, for programme launch support.
• Generate, lead, and implement process improvement ideas for cards processes and procedures.
• Work closely with and act as escalation for complaints team and Client support centre to identify issues impacting clients and seek resolution.
• Work closely with Global Fraud team to ensure their rules do not adversely impact clients more often than necessary.
• Point of escalation for approval of financial loss exposures related to payment errors and their associated recovery.
  
  Demonstrable experience in a card environment (having worked within a bank or card issuer), with a focus on card acceptance and client experience.
• A track record of solving technical and business problems for clients, and a people-oriented approach
• Strong prioritisation skills and the ability to manage workload to meet client expectations.
• Enthusiasm for learning and staying up to date with industry trends.
• Experience in Banking operations and or card issuing., Proven experience as a Visa, Mastercard, or Amex Subject Matter Expert or similar role.
• Strong understanding of the card & payments industry, including regulatory and market dynamics.
• Excellent analytical and problem-solving skills.
• Experience working in a card operations environment
• Ability to deliver excellent client experience
• Strong knowledge of card parameters and their impact on the client journey.
• Knowledge of the Card and Payments Industry and Regulation.
• Strong relationship management skills and outstanding client service and interpersonal skills.
• Excellent communication skills
• Strong influencing skills
Any other 'softer' attributes that are considered essential for the role.
• A passionate and energetic client experience mind-set
• Ability to work under pressure and to tight time frames
• Self-motivated with an ability to work individually and as part of a team
• Ability to influence across all levels
• Ability to build and maintain sound relationships with all internal and external stakeholders
• To always act with integrity and embrace the philosophy of treating our customers fairly
  
  Embedded in our culture is a sense of belonging and inclusion. This creates an environment in which everyone is free to be themselves which helps to drive innovation, creativity and ultimately business performance. At Investec we want everyone to find it easy to be themselves, and to feel they belong. It's a responsibility we all share and is integral to our purpose and values as an organisation.
  
  As part of our collaborative & agile culture, our working week is 4 days in the office and one day remote.
Investec offers a range of wellbeing benefits to make our people feel healthier, balanced and more fulfilled in their lives inside and outside of work. Here is a selection of what we offer; Wellbeing Wellbeing Subsidy, Corporate Gym Membership, Virtual GP, Peppy Health App (Fertility, Menopause and Early Parenthood), Optional Private Medical & Dental Insurance, Pension Private Medical Cover Virtual GP Gym Discounts Psychologist Service Annual Leave Life Assurance Loading