Credit Card Operations - Analyst

Position Title: 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.

Essential Duties and Responsibilities:

Operational Support

• 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.
• Ensure adherence to fraud prevention controls and support risk mitigation strategies.
• Maintains up-to-date knowledge of card network rules (Visa, Mastercard, etc.) and ensure operational processes align.
• Resolves assigned CRM tickets, service requests and emails ensuring timely responses and accurate documentation of actions taken.

Customer & Internal Support

• 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.
• Track sand follows through on open service tickets to ensure timely resolution.
• Respond to inquiries from internal departments and cardholders via CRM, service desk systems, phone, and email, ensuring accurate, timely, and professional support.
• Collaborate with Member Services and branch staff to assist in real-time troubleshooting of credit card issues and ensure seamless support across departments.

Reporting & Analysis

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

Project Assistance and Implementation Support

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

Financial Responsibility: (Indicate type and amount of budget, sales volume, etc. for which this position is responsible)

$212 million credit card portfolio

Minimum Qualifications:

Education:

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

Experience:

• 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.)

Knowledge, Skills, and Abilities:

• Highly skilled at researching and effectively resolving issues in a timely manner.
• Strong work ethics are required, including the ability to complete duties on time, consistently arriving at work on time as scheduled, and the ability to work flexible hours and overtime as needed.
• Knowledge and experience working with multiple card processing systems at one time.
• Maintain proficiency in basic personal computer skills operation in a Windows environment, with intermediate to expert level Microsoft Word and Microsoft 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/MasterCard 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 diverse information.
• Ability to solve practical problems and deal with a variety of situations by exercising flexibility and sound judgment in a fast-paced environment.
• Ability to deliver quality work in times of increased volume.

Physical Demands and Work Environment:

(The physical demands and work environment characteristics described herein are representative of those that must be met by an employee to successfully perform essential functions of this position and/or may be encountered while performing essential functions. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.)

• While performing the essential duties of this position, an employee would frequently be required to stand, walk, and sit.
• Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus.
• The noise level in the work environment is usually moderate.
• Our company offers a dynamic hybrid work arrangement, which requires three days of on-site work, in the Sugar Land, TX office.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Texas Dow Employees Credit Union is an equal opportunity employer, dedicated to a policy of non-discrimination in employment on any basis including race, color, age, protected veteran status, sex, religion, disability, genetic information, national origin, or other status protected by federal, state or local law. Consistent with the American Disabilities Act, applicants may request accommodations needed to participate in the application process.