Card Operations and Services Analyst

Company Description

OFX is a leading financial operations company providing businesses and accounting firms with real-time financial control and visibility to do business anywhere in the world. With an innovative platform and 24/7 human support, OFX automates and simplifies doing business across borders, reducing risk and eliminating routine operational tasks. Offering global business accounts, payments to 180 countries in 30+ currencies and currency risk management solutions to simplify global payments. OFX further enhances business operations by providing corporate cards with spend management, bill payments, vendor management, and integrations with popular accounting and HRIS software, to help achieve better business solutions so accounting firms and businesses thrive.

Headquartered in Sydney, Australia, with offices globally, in the United States, Canada, United Kingdom, Ireland, New Zealand, Singapore and Hong Kong. OFX has been a trusted innovator in global money movement for over 25 years.

Job Description

The Card Operations Team at OFX is responsible for delivering a seamless, secure and scalable card services experience for our clients globally

As Card Operations and Services Analyst, your role will be to support the Global Manager, Cards & Transaction Services, and your responsibilities will include end- to-end management of card issues, fraud prevention, fraud investigation and dispute resolution.

As a key member of our team, you will work closely with internal stakeholders across risk, compliance, technology and customer support as well as external partners, including payment networks and service providers.

What you'll do:

• General day to day monitoring and operational management of the cards service capability, ensuring service availability and happy customers
• Exceptions processing, problem solving, incident resolution
• Supporting front line teams for 2nd level client service enquiries in line with the company’s direct to customer philosophy
• Maintain and build internal and external partner relationships
• Managing dispute processing for card payment schemes (Visa/Mastercard)
• Assisting with investigations relating to irregular usage, fraud and potential fraud involving OFX clients and cards
• Performing reconciliation and reporting on an ad-hoc and regular basis for internal and external stakeholders, partners and service providers
• Keeping accurate and meticulous records in our systems
• Assist in operational and services improvement, including design and delivery of processes and systems, development of SOPs, identification of improvements and automation opportunities

Qualifications

What you bring: 

• Knowledge and operational experience of card schemes and systems
• Experience working with card scheme disputes and chargebacks, and their associated tools and services (VROL, MCOM etc)
• Experience working with card fraud systems, understands card fraud identification and resolution. Familiarity with Cardinal 3DS and Feature Space is a bonus,
• Experience working within a globally distributed services delivery team, coordinating across multiple regions and time zones to ensure seamless and efficient operations. 
• Knowledge of Salesforce CRM or equivalent
• Knowledge of support and ticketing systems including Atlassian suite
• Have an operational mindset, able to balance risk and business outcomes, able to effectively prioritise and manage their workloads

The salary range for this position is $75,000.00 - $85,000.00 CAD. Exact salary offered will be dependent on multiple factors including level of experience, job-related knowledge, skills, work location, etc. In addition to base salary, this role may be eligible for a variable bonus and/or commission. As part of the compensation package, benefits are also offered for all full-time roles and part-time roles working a minimum of 24 hours a week.

This is a new full time permanent position. 

Additional Information

We’re OFXers because we want to make a difference. We see challenges as opportunities and we’re not afraid to roll up our sleeves to get stuff done. We’re committed to making things easier for our clients, pushing boundaries and continuing to move with the times so that we can continue to inspire confidence every day and through every transaction.

We operate as one team, cross-functionally and globally, to drive outcomes that deliver excellence for our customers. We're curious self-starters who love learning and sharing our knowledge with others. We embrace change and use our initiative and resilience to overcome challenges.

• Always keep learning. We offer a wide range of learning and career development opportunities to help every OFXer build their capacity and career, with leadership training, secondments, internal mobility and access to a large library of online learning.
• Make a difference. Through our Make a Difference program, we encourage OFXers to give back to causes and communities that are important to them. We celebrate this with an annual volunteer day, which OFXers can use together or individually, as well as matched giving and the opportunity to nominate charity of choice every quarter.
• Reward and recognition. We recognise a job well done. OFXers are encouraged to celebrate their peers’ effort, technical expertise or support through a range of global and regional channels and awards, including quarterly and annual awards, milestones and shout outs.
• Showing our social side. Our Good Vibes employee-led committees around the globe organize events to help keep our employees engaged inside and outside the office. Whether it’s a wellbeing activity, end of year celebration, or a monthly team get-together, our team wants you to feel welcome!
• Benefits that mean something. We offer a range of fantastic benefits, including primary and secondary gender neutral carer parental leave (16 weeks) or birthday leave, you'll feel well-supported at OFX.
• A great work environment. Enjoy work-life balance and flexibility with our hybrid work model, in an inclusive, diverse and non-hierarchal culture.

At OFX, we are committed to fostering a diverse, inclusive and accessible workplace where we value, respect, and encourage our people to be their authentic selves. With an employee base as diverse as the clients we serve, we know that fostering an inclusive workplace is fundamental to our continued success. If you require accommodation for any portion of the recruitment and hiring process, please email us at people.culture@ofx.com.

We encourage you to apply if this role aligns with your career aspirations.

We may use artificial intelligence (AI) tools to support certain stages of the hiring process. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are always made by humans. While our Applicant Tracking System (ATS) includes AI features, we do not rely on the features to review or assess resumes against job requirements. All resumes are manually reviewed by our hiring team.

#LI-Hybrid

At OFX, we are committed to fostering a diverse, inclusive and accessible workplace where we value, respect, and encourage our people to be their authentic selves. With an employee base as diverse as the clients we serve, we know that fostering an inclusive workplace is fundamental to our continued success. If you require accommodation for any portion of the recruitment and hiring process, please email us at people.culture@ofx.com.

We encourage you to apply if this role aligns with your career aspirations.