OBJECTIVE

Provide support to the Operations team in the execution, monitoring, and control of processes related to client onboarding, card issuance and administration, data processing, incident tracking, data reconciliation, and the handling of operational requests and reports.

REQUIRED QUALIFICATIONS 1-2

years of experience in Operations, Customer Operations, Back Office, Fintech, Banking, Payment Services, or similar areas. Experience with card processes, bank accounts, payments, or financial products is preferred. Experience managing client files, databases, reports, or operational controls.

Intermediate Excel skills:

XLOOKUP/VLOOKUP, IF/IFS, COUNTIF/COUNTIFS, filters, date management, conditional formatting, pivot tables, and data cross-referencing. Experience with CRM systems, ticketing tools, and financial platforms is preferred. Intermediate English proficiency for reading, written communication, and operational conversations.

KEY COMPETENCIES

Strong organizational skills and attention to detail. Ownership and end-to-end follow-up. Discipline in documenting information. Sense of urgency. Ability to identify inconsistencies. Strong written communication skills. Sound judgment to determine when to resolve an issue and when to escalate it. Proactive follow-up on pending matters without requiring constant reminders.

KEY RESPONSIBILITIES

Client File Administration and Onboarding Management Manage the files of clients and users associated with new card requests. Ensure that each file contains the documentation and information required based on the type of client, user, and program. Review received documents and identify missing, incorrect, expired, or inconsistent information. Proactively follow up on pending documents and information until each file is complete. Keep files organized, current, and readily available for internal reviews, Compliance, and audits. Ensure that supporting documentation is available for all processed requests. Ownership of the Onboarding Master Tracker Take ownership of the daily request report, ensuring it provides a complete and current record of the requests received and processed by Operations. Record all new requests received each day. Clearly document what is being requested, who submitted the request, and the details of each request according to the established template. Maintain traceability of receipt, processing, and completion dates. Promptly update any changes to a request's status. Prevent duplicate entries and ensure data consistency. Ensure the tracker makes it possible to reconstruct the history of a request for future reference. Keep the report ready for internal reviews and audits, making it easy to identify what was requested, when and by whom it was requested, what information was received, what actions Operations took, and the final outcome. Use the tracker's data to prepare operational reports, monitor the backlog, analyze request volumes, and track SLA compliance. New Card Activation and DDA Documentation Support the new card activation process. Confirm in the appropriate platforms that cards have been successfully activated and document the outcome in the operational controls. Identify and escalate any error or incident preventing activation from being completed. Prepare DDA forms for employees to sign when requested by the employer. Follow up on signed forms when applicable and retain the supporting documentation in the employee's file. Send DDA forms to employers and follow up until employees are enrolled in payroll for their next payment. Keep the Onboarding Master Tracker updated with card activation and DDA documentation statuses, when applicable. Level 2 (L2) Operational Support Address tickets escalated to L2 each day in accordance with established SLAs, ensuring that no cases remain unattended. Analyze cases using the available platforms and information sources, documenting findings and supporting evidence. Resolve cases within the role's scope and escalate them to Operations, Product, service providers, or other teams when necessary. Follow up on escalated cases through resolution, keeping each ticket updated throughout the process and documenting all follow-up actions. Identify recurring incidents or patterns and promptly communicate them to the Operations team. Manage the L2 backlog, prioritizing cases based on age, impact, and SLA requirements. Operational Reporting Prepare and maintain the operational reports required by the department. Produce reports on declined transactions, account activity, balances, and any other analyses required at the product, client, or card-program level. Verify the quality and consistency of the information before distributing reports. Identify variances, unusual behavior, or other relevant information and communicate findings to Operations leadership. Fulfill requests for information and reports from other internal departments as needed.

Tipo de puesto:

Tiempo completo

Sueldo:

$1,200.00 - $1,300.00 al mes Lugar de trabajo: Empleo presencial