Credit Card Representative

Role overview

Key responsibilities

• Monitor credit card service queues and handle questions, concerns, and escalations.
• Process daily monetary reports, including monetary entries and rejected payments.
• Maintain standard operating procedures, scripts, and FAQs.
• Provide secondary support for platform access requests and escalate vendor issues.
• Contribute to continuous improvement of credit card processes and service queues.

Credit card support

• Act as the Visa credit card operations subject matter expert.
• Respond to internal inquiries and frontline requests accurately and within a two-business-day service level agreement.
• Maintain knowledge of Visa products and processes across service channels.

Operational reporting

• Complete regular reporting for credit card portfolio performance, risk monitoring, business continuity, and operational oversight.
• Support reporting related to employee offboarding and deceased accounts.

Process improvement

• Suggest process improvements, contribute to implementation, and ensure new processes are documented and consistently executed.

Qualifications

• Post-secondary education in a relevant field or an equivalent combination of education and related work experience.
• Credit card operations, payments, or financial services experience is preferred.
• Strong decision-making, problem-solving, accuracy, and efficiency are required.
• Applicants should be able to manage multiple requests and work independently and collaboratively.
• Proficiency with Microsoft Suite tools and CRM systems is required.
• Experience with Microsoft Power Platform and Microsoft Copilot is an asset.

Work arrangement

• The role is a hybrid opportunity based at the St. Catharines Corporate office.
• The remote work policy requires at least one day per week in the office for purposeful meetings and collaboration.

Compensation

• The stated salary range is $40,200 to $60,400 CAD.