About the role Our Cards Operations Specialist plays a key role in the day to day card operations at the Bank. You'll be responsible for providing first hand support for our Credit Card and Debit Mastercard products, undertaking relevant card maintenance and administration, as well as handling dispute investigations. You'll be a trusted support person for our frontline teams, helping them to achieve great outcomes for our customers. The successful applicant will need to exercise judgement, support other Customer Banking Operations teams when needed, and possess the ability to develop beneficial relationships with customer, branch colleagues and teams. The Card Operations Team deals with card maintenance, disputed transactions and enquiries from many channels.Key responsibilities Build relationships with Customer Banking teams. Contribute to achievement of team and bank goals. Complete work in queues within expected timeframes. Comply with various legislative requirements. Prioritising the high daily flow of Card maintenance tasks, ensuring these are addressed within the agreed SLA timeframes and correctly prioritised. Investigating disputed transactions and any chargeback rights with Mastercard and customers. You'll maintain leading knowledge in all Card products, systems, criteria and policies. Supporting the branch network by resolving operational Card enquiries and other Customer Banking teams What's in it for you? Not only will you be helping every day Kiwi's achieve their goals, you'll get to experience the Co-op magic. In your role with us, we can offer you: Development: Support to grow your career and tap in to a range of areas across the Bank, guided by a supportive performance framework Leave: Well-being leave, heightened sick leave allowances, long service leave, increased annual leave following tenure achievements Wellbeing: Employee Assistance Programme, Life and Critical Illness insurance, Flu Jab reimbursement scheme, Wellbeing programme and webinars Banking benefits and discounted rates You'll need to bring the following skills to the table Excel in customer service. Effective and professional communication skills. Have sound investigation skills. Accuracy and strong attention to detail. Be able to manage time effectively, handling numerous tasks and cases simultaneously. A working knowledge of the MasterCard rules and Ethoca or experience in contracts preferred. Some knowledge of card transaction processing preferred. Demonstrate sound judgement in resolving issues. Apply initiative and strategic thinking. Experience with Vision+ This is an interesting and challenging role with plenty of variety and you will use your ability to think on your feet to achieve the best results for our customers.About us The Co-operative Bank is a different kind of bank. We're here to change banking for good.Since 1928 we've been doing right by people with a focus on helping New Zealanders get ahead financially. Our customers are at the heart of everything we do, and we're committed to helping improve the world we work, live, and play in. To reflect this, we're proud to be New Zealand's first bank accredited as a Certified B Corporation. To top it off, we're also the only bank in New Zealand that shares its profits with its customers.Whether it's help from one of our friendly teams, or a seamless experience with one of our digital solutions, we've got our customers covered. Here no two days are the same. Our people are empowered to innovate, share ideas, and let our skills take us to unexpected directions. But most importantly, we can be ourselves at work, we have fun but still get things done. Want to be part of a fun, productive team while your contribution is encouraged and genuinely value. Want to get to know just about everyone in the bank?Click the link below to apply now!