Credit Card Operations – Analyst

Position Summary

The Credit Card Operations Analyst plays a critical role in supporting daily credit card operations, ensuring efficient processing, timely issue resolution, and seamless cardholder experience. This role provides analytical and operational support, serves as a liaison between internal teams and vendors, and assists with project initiatives aimed at enhancing credit card programs and systems.

• Monitors credit card transaction activity to ensure accuracy, compliance, and timely processing.
• Investigates and resolves cardholder issues, disputes, and escalations in accordance with internal procedures and regulatory requirements.
• Performs daily reconciliations, settlement reviews, and exception reporting.
• Ensures adherence to fraud prevention controls and supports risk mitigation strategies.
• Maintains up-to-date knowledge of card network rules (Visa, Mastercard, etc.) and aligns operational processes accordingly.
• Resolves assigned CRM tickets, service requests and emails, ensuring timely responses and accurate documentation of actions taken.

• Investigates and resolves escalated cardholder issues, including declined transactions, billing errors, or chargebacks.
• Assists in onboarding and support new card programs or features.
• Provides guidance and training to internal teams on credit card processes and systems.
• Tracks and follows through on open service tickets to ensure timely resolution.
• Responds to inquiries from internal departments and cardholders via CRM, service desk systems, phone, and email, ensuring accurate, timely, and professional support.
• Collaborates with Member Services and branch staff to assist in real‑time troubleshooting of credit card issues and ensures seamless support across departments.

• Generates and analyzes operational reports, identifying trends and recommending improvements.
• Supports monthly reporting and audits to ensure data integrity and compliance.
• Assists with quality assurance testing for credit card system updates and new releases.

• Collaborates with cross‑functional teams on credit card‑related initiatives, system upgrades, and vendor integrations.
• Participates in user acceptance testing (UAT) and provides feedback on process enhancements.
• Helps draft process documentation, training materials, or operational readiness plans related to project deliverables.
• Tracks operational impacts of projects and ensures continuity in daily card operations during transitions.

$212 million credit card portfolio.

• High school diploma or equivalent required.
• Bachelor's degree or equivalent mix of education and experience preferred.

• 2+ years of experience in credit card operations, financial services, or related support role.
• Knowledge of card processing systems, dispute resolution, and regulatory guidelines (Reg E, UDAAP, etc.).

• Highly skilled at researching and effectively resolving issues in a timely manner.
• Strong work ethics and ability to complete duties on time, consistently arriving at work on time as scheduled, and willingness to work flexible hours and overtime as needed.
• Knowledge and experience working with multiple card processing systems at one time.
• Proficiency in basic personal computer skills operation in a Windows environment, with intermediate to expert level Microsoft Word and Excel skills.
• Strong interpersonal and professional written and verbal communication skills and ability to handle inquiries and issues with tact and diplomacy.
• Knowledge of Visa/Master Card regulations, dispute/chargeback procedures, and the technical aspects of card processing.
• Working knowledge of TDECU’s core system and a strong understanding of credit union policies and procedures related to credit cards.
• Ability to work effectively and collaboratively in a diverse work group and independently with minimal supervision.
• Ability to adapt to changes and prioritize and manage competing demands.
• Ability to read, analyze and interpret data and understand and communicate complex and…