Credit Card Representative

St.Catharines Corp Office
St Catharines, ON L2S 3W3, CAN

At Meridian our aspiration is to integrate our purpose into everything we do for people, the planet, and communities. We believe that our greatest opportunity is to create opportunity and meet people where they are.

Factor us into your next career opportunity. We want you to grow with us and have an experience that’s different. This is a place where you can expect the unexpected.

As a key member of the Credit Card Operations team, the Credit Card Representative ensures a seamless and responsive Member cardholder experience by effectively and efficiently managing Credit Card-related service queues and resolving requests, inquiries, and escalations. This role also supports frontline teams by providing timely guidance and subject matter expertise to help deliver exceptional service and professional growth within the credit card and payment space.

Reporting directly to the Senior Manager, Credit Card Operations & Compliance, this role offers the opportunity to make a meaningful impact across both Member experience and internal team success.

This role will be primarily responsible for the monitoring of the Credit Card related service queues that involves handling questions, concerns and reporting any escalations. In addition to this, this individual will be responsible for the following tasks:

• Processing daily monetary reports, including posting monetary entries and managing rejected payments
• Supporting operational reporting needs such as employee offboarding and deceased account reporting
• Maintaining and updating internal standard operating procedures, scripting and FAQs
• Providing secondary support for credit card platform access requests
• Escalating vendor-related issues based on cardholder feedback
• Contributing to the continuous improvement of internal credit card processes and service queues.
• Credit Card Support (50%):
• Serve as the Subject Matter Expert (SME) for Visa credit card operations, providing guidance on policies, procedures, and product functionality. This includes responding to general questions, clarifying processes, and addressing member concerns, with more complex or escalated issues directed to the Senior Manager as needed.
• Respond to internal credit card inquiries and frontline staff requests with professionalism and accuracy, ensuring timely resolution and adherence to the established service level agreement (SLA) of two business days.
• Maintain a strong understanding of Visa products and processes to support efficient and informed responses across all service channels.
• Operational Reporting (40%)
• Complete regular operational reporting to support credit card portfolio performance, risk monitoring, business continuity and operational oversight.
• Process improvements (10%):
• Suggest process improvements and contribute to implementation. Ensure new processes are documented and consistently executed.

• Post-secondary education in a relevant field, or an equivalent combination of education and related work experience
• Experience in credit card operations, payments, or financial services is preferred
• Strong decision-making and problem-solving abilities, with a focus on delivering friendly, professional service in a fast-paced environment
• Ability to manage multiple requests and concerns simultaneously while maintaining accuracy and efficiency
• Demonstrated commitment to creating a consistent and positive experience for internal stakeholders, frontline teams, and members
• Proven ability to work independently and as a collaborative team member, contributing positively to shared goals
• Proficient in Microsoft Suite Tools, CRM
• Comfort learning and adopting new digital…