Develop and maintain product support processes and relevant documentation
Develop processes, templates and support internal and external periodic reporting (sponsor, compliance, operational, venue)
Support third party service delivery of card issuing, card production, payment and switching services
Support day to day operations for NPP, DE, BPAY and Embossing services
Support engagement with payment providers with regards to card design and profile management
Engage loyalty and kiosk providers as it relates to product delivery activities and day to day product support
Support cardholder disputes relating to payment (NPP, BPAY, DE, EFTPOS) or loyalty services
Proactive analysis of transactional data to detect fraudulent or money laundering transactions at the earliest opportunity
Support resolution of cardholder complaints received directly from cardholders or via the Australian Financial Complaints authority (AFCA)
Support loyalty operations for retail partners with respect to the card management system
Report production defects and support resolution of fixes to payment systems
First point of contact for Venues looking for product and operational support
First point of contact for cardholders contacting the company directly via email, or second level support to cardholders who have engaged the help desk
Requirements
Can work on a hybrid setup here in our office (Quezon Avenue Corner Scout Reyes Diliman QC)
Relevant work experience within the payments and card issuing domain
Relevant experience with helpdesk, customer or technical support
Knowledge or experience with EFTPOS or EFT Loyalty Cards is an advantage
Previous experience with Card Management Platforms is an advantage
Self-driven and highly resourceful. Ability to work autonomously
High level of attention to detail
Good communicator and stakeholder management skills
Tech Stack
Switching
Benefits
Flexibility in work hours and location, with a focus on managing energy rather than time.
Access to online learning platforms and a budget for professional development
A collaborative, no-silos environment, encouraging learning and growth across teams
A dynamic social culture with team lunches, social events, and opportunities for creative input