Cards SME

Position overview

The Cards SME plays a crucial role in maintaining and improving the smooth functioning of card products within Xapo, ensuring that Xapo customers receive premium and secure card services while adhering to regulatory and card scheme (Visa and Mastercard) requirements.

To succeed in this role the candidate must possess a deep knowledge and domain of all card processes, and be familiar in dealing with cards related providers. It is expected the candidate to be a referent in all Cards matters in the company, being able to lead different initiatives to optimize all cards processes.

The position will report to the Heads of Operations. However the area of collaboration is much wider: Anti Financial Crime, Customer Success, Product, Reconciliations, Payments and Tech teams are examples of the teams the role will be dealing with. The ideal candidate is a true team player acknowledging that the interaction with other teams is the rule, showcasing the ability to perform under pressure to meet deadlines, and exhibiting strong interpersonal skills. A positive and collaborative attitude are basic key characteristics to have a correct performance. The candidate must be keen on understanding the operative model, and the functioning of Xapo Bank.

Key Responsibilities

As Cards SME you will be engaged in:

• Transaction Processing: Ensuring that card transactions are processed accurately and efficiently, including authorizations, settlements, and chargebacks.
• Fraud Prevention: Implementing measures to prevent fraudulent use of cards, in cooperation with the Anti-Financial Crime team. Monitoring transactions to identify suspicious activity.
• Managing card disputes: Manage the debit card transaction disputes and frauds claims, working closely to the Anti-Financial Crime team to identify genuine fraudulent transactions.
• Vendor Management: Liaising with third-party vendors or partners involved in card processing, such as card schemes, processor, benefits, card manufacturer and other. Gatekeeping Xapo employees’ access to third party vendors’ platforms. Ensure the invoices received from the Cards related vendors are correct and get paid in a timely manner.
• Customer Support: Assisting the Customer Support team with customer inquiries, issues, or disputes related to their Xapo debit cards. Drive improvements in cards customers processes towards excellence.
• Compliance: Ensuring that card operations comply with relevant card scheme regulations and internal policies. Monitoring scheme rule updates and recommends product and process improvements accordingly. Assisting during external and internal audits.
• Reporting and Analysis: Generating reports on card activity and performance metrics, analyzing trends, and identifying areas for improvement. Completing Xapo bank’s reporting obligations towards the card schemes (QMR and QOC).
• Reconciliation: Performing card transactions’ reconciliation and oversight card settlement processes. Processing the card scheme and third party vendor invoices.
• Process Improvement: Identifying opportunities to streamline card processes, enhance efficiency, and reduce costs, taking the initiative to lead the efforts to achieve the objectives.

Team Ambassador and Project Support: Representing the Operations team at stakeholder calls, participating in card-related projects.

• General Support: spread card knowledge through the organization by providing training. Keeping updated the processes documentation.
• Metrics: Generating accurate and timely card metrics. Monitor indicators to make sure the card transactions are performing as expected.

Background and Qualifications

• 7+ years experience working in a Cards department of a bank or fintech being exposed directly to card transactions, card schemes (Visa and Mastercard), and card partners.
• Bachelor's degree in business, administration, economics, or related field.
• Deep understanding of Cards transactions processing, transaction security, fraud prevention, and disputes management in an issuer perspective (Experience in three of the four mentioned is required).
• Team leading experience is a plus
• Ability to read, write and speak fluently in English
• Excellent organizational and time management skills
• Analytical and problem-solving abilities
• Customer-centric mindset
• Interested in technology, finance and cryptocurrencies
• Nice to have experience in some of these tools: Jira, Confluence, Miro, Trello, any Core Banking Platform, Excel, G-Suite, Slack, Zoom, Cards-Processors software
• Data analysis. Advanced excel or database skills

Other Requirements

• A dedicated workspace.
• A reliable internet connection with the fastest speed possible in your area.
• Devices and other essential equipment that meet minimal technical specifications.
• Alignment with Our Values.