Card Ops Specialist

• Monitor and review all physical cards that have been returned by the courier or postal service.
• Verify the reason why the card was returned (e.g., incorrect address, recipient unavailable, incomplete address, refused delivery).
• Validate the cardholder's information and confirm the accuracy of the mailing address.
• Contact the client, when required, to verify or update their delivery address.
• Document all RTS cases accurately in the appropriate systems, including actions taken and customer communications.
• Coordinate with the card production, fulfillment, or courier teams for card re-delivery or replacement, as applicable.
• Block or replace cards when required, following established security procedures and customer authorization requirements.
• Ensure returned physical cards are handled securely to prevent unauthorized access or misuse.
• Track outstanding RTS cases and follow up until each case is resolved.
• Escalate complex or unresolved cases to the appropriate team or supervisor.
• Maintain compliance with company policies, regulatory requirements, and information security standards.
• Meet established service level agreements (SLAs), quality standards, and productivity targets.
• Identify recurring issues contributing to RTS cases and recommend process improvements to reduce future occurrences.
• Provide timely updates to customers and internal stakeholders regarding the status of RTS cases.
• Prepare reports or maintain records of RTS activities, trends, and resolutions when required.

JOB REQUIREMENTS:

• Must be at least at the college level.
• Basic knowledge of Microsoft Office and/or WPS Office applications, particularly Excel and Word.
• Strong attention to detail with the ability to accurately verify customer information, delivery records, and inventory.
• Good analytical and problem-solving skills with the ability to determine the appropriate disposition of Returned to Sender (RTS) cards.
• Effective written and verbal communication skills for coordinating with internal stakeholders, courier partners, and customers.
• Strong organizational and time management skills with the ability to prioritize tasks and meet deadlines.
• Ability to maintain accurate records, prepare reports, and update tracking files.
• Ability to work independently and collaboratively in a team-oriented environment.
• Willingness to perform inventory activities and assume custodial responsibilities for secured card storage.
• High level of integrity, accountability, and commitment to operational excellence, information security, and regulatory compliance.