Card Issuing Support Officer

KEY RESPONSIBILITIES:

• Oversee the complete lifecycle of payment cards (Instant Issuance, Centralized Personalization, Renewals, Re-issuances, and Pin Mailers/e-PINs).
• Monitor and manage daily bulk files sent to and received from card personalization vendors/bureaus.
• Ensure strict adherence to dual control procedures for inventory management (unperso/blank plastics, HSM keys, and security collateral).
• Conduct regular reconciliation of card inventory, damaged stock, and destroyed cards.
• Perform configuration, parameter setups, and testing for card BINs, product types, limits, fee structures, and expiry rules.
• Troubleshoot system errors between core banking application (CBS), card management system (CMS), and payment switches (e.g., Visa, Mastercard, UnionPay, or local switches).
• Support user acceptance testing (UAT) for card software upgrades, patch deployments, and new product launches.
• Serve as Tier-2 support for branch networks, contact centers, and digital channels regarding card status queries, declines, and block/unblock requests.
• Investigate and resolve card issuance transaction failures, failed print jobs, and cardholder configuration bugs within predefined SLAs.
• Handle chargebacks, dispute intake, and account adjustments related to issuing operational errors.
• Ensure full compliance with PCI-DSS (Payment Card Industry Data Security Standard) and card scheme rules (Visa/Mastercard/Amex/Discover).
• Maintain strict PIN security practices, cryptographic key handling protocols, and sensitive data protection measures.
• Assist in internal, external, and card scheme compliance audits by gathering operational evidence and maintaining mandatory operational logs.
• Generate daily, weekly, and monthly reports on card issuance volumes, failure rates, turnaround times (TAT), and active base stats.
• Liaise with third-party vendors (Card Personalization Bureaus, Courier/Delivery partners, Switch Providers) to maintain service level agreements.

DAILY RESPONSIBILITIES:

• Review, approve, and route personalized credit/debit card instant-issuance and batch-printing files to internal personalization bureaus or third-party card vendors.
• Investigate and clear failed card authorizations, PIN reset failures, balance sync errors, and declined transactions across the core card management system (CMS) and payment switches (Visa/Mastercard).
• Reconcile vault inventory for blank plastic stock, EMV chips, and PIN mailers, ensuring strict dual-custody audit controls and tracking branch delivery logistics.
• Review automated fraud alerts, process first-level card block requests for compromised cards, and file initial dispute chargebacks through card scheme portals.
• Reconcile card issuing transaction logs, interchange fees, and ATM/POS settlement files between the bank’s core system and international/national card networks.

CHALLENGES:

• Managing settlement mismatches between internal bank accounts, card switches, and global networks (Visa/Mastercard) caused by time-zone differences, system outages, or currency conversion lags.
• Handling disputes within rigid card network windows (e.g., Visa/Mastercard chargeback rules) while balancing customer expectations with fraud mitigation and loss controls.
• Navigating fulfilment bottlenecks—such as personalized chip failures, courier delivery issues, or third-party card printing bureau downtime—without breaching SLAs.

MINIMUM POSITION QUALIFICATION REQUIREMENTS

Academic & Professional

Particulars | Detail | Specific Field or Qualification | Need Type [1]

• Education — Bachelor’s degree — Economics, Finance or Business-related course — RQ
• Education — Professional Qualifications — RQ
  • Certified Card Payments Professional
  • PCI-DSS Specialist / Internal Security Assessor

Experience

• Total Minimum No of Years Experience Required: 2

Detail