Card Operations & Customer Support Analyst

Date added:

28th September 2026

Location: London

Working Pattern: Hybrid (minimum 3 days in the office including Wednesday as a core day)

Reports To: Cards Operations Manager

We are not your run-of-the-mill bank.

Founded in 1922, Alpha Bank London combines the heritage and stability of a long-established financial institution with the ambition and agility of a growing organisation. As an independently regulated UK bank within the Alpha Bank Group, we provide specialist banking services to personal and corporate customers in the UK and internationally.

This is an exciting period of growth and transformation for the Bank. Alongside our established business, we are developing a new digital retail banking proposition focused on serving the Greek, Cypriot and wider diaspora communities across the UK. Backed by a strong Board, supportive shareholders and an ambitious strategy, we are investing in our future and looking for talented individuals to help shape it.

The Card Operations & Customer Support Analyst supports the design, build, testing and day-to-day delivery of card and current account operations, including card issuance and lifecycle management, transaction processing, settlement and reconciliation, disputes, fraud support, account maintenance, tokenisation, operational controls and reporting.

The role supports operational readiness from build and Live Proving through to business-as-usual operations. It provides timely, professional customer and internal support, maintains accurate records and process documentation, identifies operational risks or gaps, and ensures issues are escalated and followed through to resolution.

Card & Account Operations

• Support card issuance, fulfilment, and card / account lifecycle management.
• Monitor transaction processing and support settlement, reconciliation, chargeback and dispute activities, including the investigation and escalation of exceptions.
• Maintain accurate customer account data and support account closures and suspensions.
• Assist with tokenisation processes for secure online transactions.
• Support fraud detection, prevention and alert-management activities using relevant systems, controls and agreed escalation procedures.
• Contribute to operational reporting, scheme reporting, data management and the maintenance of accurate management information for internal and external stakeholders.
• Support the design, documentation and ongoing refinement of end-to-end card and account operational processes, Standard Operating Procedures, task lists and controls.
• Participate in UAT, scenario testing, defect validation and Live Proving activities, including customer journeys, exception handling, settlement and reconciliation processes.
• Identify operational risks, process gaps, control weaknesses and inefficiencies, escalating them promptly and supporting remediation or appropriate manual controls.
• Work collaboratively with Operations, Technology, Finance, Treasury, Risk, Compliance, Fraud and third-party service providers to support operational readiness and issue resolution.
• Adapt processes, documentation and ways of working as systems, operating models, regulatory requirements and delivery priorities evolve.

Customer Support

• Respond to customer enquiries related to card and account operations.
• Provide timely and professional support via phone, email, and internal systems.
• Escalate complex or urgent issues to relevant teams and follow through to resolution.
• Maintain accurate records of customer interactions in line with GDPR and internal policies.
• Collaborate with the Cards Operations & Customer Support Manager to identify service improvement opportunities.
• Support the development, review and maintenance…