Senior Process Associate

Job Summary

The Process Associate will support day-to-day Australian debit and credit card operations by processing service requests and transactions accurately, investigating exceptions, maintaining complete records, and meeting agreed service, quality, risk, and compliance standards. The role requires strong attention to detail, customer focus, confidentiality, and the ability to work in a controlled, high-volume banking environment

Key Responsibilities

• Process card-related requests and transactions in accordance with approved procedures, authorisation limits, and turnaround times.
• Support activities such as card application verification, card issuance and maintenance, activation, replacements, renewals, account updates, payment allocation, closures, and service requests, as applicable to the assigned process.
• Review transaction and account information, identify discrepancies or exceptions, and take appropriate action or escalate to the designated team.
• Assist with transaction disputes, chargebacks, fraud-related referrals, declined transactions, and fee or interest queries by gathering evidence and updating case records.
• Perform required customer and account verification checks before processing requests, following applicable identity, privacy, AML/CTF, sanctions, and fraud-control procedures.
• Maintain accurate system notes, supporting documents, case status, and audit trails for every transaction or request handled.
• Meet defined productivity, accuracy, quality, adherence, and service-level targets.
• Respond to internal stakeholders and authorised customer-facing teams professionally and within agreed timelines.
• Protect cardholder and customer information and follow clean-desk, access-control, secure-communication, and information-security requirements.
• Participate in process training, knowledge assessments, quality feedback, calibration sessions, and continuous-improvement initiatives.

Report operational incidents, suspected fraud, data-security concerns, control failures, or processing risks immediately through the prescribed escalation channels.

Skill Requirements

• Bachelor’s degree in Commerce, Business Administration, Banking, Finance, Accounting, or a related discipline; suitable graduates from other streams may be considered.
• Fresh graduates or candidates with up to 2 years of experience in banking operations, card servicing, payments, financial services, or a transaction-processing environment.
• Basic understanding of debit and credit card products, transaction lifecycles, account servicing, disputes, fraud controls, or payment operations is preferred.
• Awareness of customer identification, AML/CTF, privacy, information security, and record-retention requirements applicable to financial services.
• Proficiency in Microsoft Office applications and the ability to learn multiple banking and workflow systems.

Good written and verbal English communication skills

Other Requirements

• High attention to detail and accuracy in data review and transaction processing.
• Ability to follow standard operating procedures, control checklists, and maker-checker requirements.
• Analytical and problem-solving ability to identify discrepancies and determine appropriate next steps.
• Strong time management skills with the ability to prioritise work in a high-volume environment.
• Customer-focused mindset and professional stakeholder communication.
• Ability to maintain confidentiality and handle sensitive customer and cardholder data responsibly.
• Learning agility, teamwork, accountability, and openness to feedback.

Ability to work independently while escalating issues promptly when outside delegated authority.