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. Ensures adherence to fraud prevention controls and supports risk mitigation strategies. Maintains up-to-date knowledge of card network rules (Visa, Mastercard, etc.) and ensures 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. 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 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. Assists 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 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. Financial Responsibility $212 million credit card portfolio Minimum Qualifications Education High school diploma or equivalent required Bachelor's degree 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, including the ability to complete duties on time, arrive on time, and work flexible hours and overtime as needed. Knowledge and experience of working with multiple card processing systems simultaneously. Proficiency in basic personal computer skills and intermediate to expert level Microsoft Word and Excel. 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 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 prioritise competing demands. Ability to read, analyse, and interpret data and communicate complex information. Ability to solve practical problems and exercise flexibility and sound judgment in a fast‑paced environment. Ability to deliver quality work during periods of increased volume. Physical Demands and Work Environment Requires frequent standing, walking, and sitting. Requires close and distance vision and ability to adjust focus. Work environment noise level is usually moderate. Dynamic hybrid work arrangement: three days on site in the Sugar Land, TX office. 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. #J-18808-Ljbffr