What’s in it for you as an employee of QFG?

• Health & wellbeing resources and programs

• Paid vacation, personal, and sick days for work-life balance

• Competitive compensation and benefits packages

• Work-life balance in a hybrid environment with at least 3 days in office

• Career growth and development opportunities

• Opportunities to contribute to community causes

• Work with diverse team members in an inclusive and collaborative environment

This job posting is for an existing vacancy.

We’re looking for our next Credit Card Operations Specialist. Could It Be You?

The Credit Card Operations Specialist is responsible for the day-to-day execution of back-end credit card servicing tasks. This role focuses on the technical processing of account maintenance, financial adjustments, and dispute support to ensure QuestBank’s credit card portfolio operates accurately and stays within Canadian regulatory requirements. This is a high-volume processing role centered on operational excellence and data accuracy. The Specialist will utilize the HPS, Thales, Symcor and Salesforce platforms to resolve escalated member requests and system exceptions.

Need more details? Keep reading…

In this role, responsibilities include but are not limited to:

Core Operational Processing:

• Execute daily back-end servicing tasks including manual account adjustments, fee reversals, interest corrections, and credit balance refunds.

• Process account maintenance requests such as name changes, product switches, and limit adjustments escalated from the front-line.

• Monitor and action system exception reports within the HPS platform to ensure data integrity.

• Manage and resolve assigned cases within Salesforce, ensuring a high level of accuracy and documentation.

• Handle other tasks within operations related platforms such as Thales, Symcor, Taktile

SLA & Performance Adherence:

• Maintain strict adherence to assigned Service Levels (SLAs), ensuring all processing is completed within the required timelines.

• Provide regular status updates on pending queues and identify potential bottlenecks to the Manager.

Fraud & Dispute Support:

• Gather documentation and perform transaction research/processing to support the Fraud and Dispute teams.

• Assist in the processing of chargeback-related financial entries as directed by other operations teams or the VISA VROL platform outcomes.

Policy & Procedure Maintenance:

• Contribute to the creation of standard operating procedures (SOPs) by documenting step-by-step technical workflows.

• Identify and report gaps in current procedures to ensure manuals remain up-to-date and compliant with actual system functionality.

Compliance, AML & Risk:

• Perform all duties in accordance with the Bank Act, FCAC consumer protection regulations, and PCI DSS standards.

• Identify and escalate suspicious account activity to the AML/FINTRAC reporting team in accordance with the PCMLTFA.

• Ensure all manual adjustments follow the "maker-checker" or dual-control protocols to mitigate operational risk and internal fraud.

So are YOU our next Credit Card Operations Specialist? You are if you…

• Have 2-4 years of experience in credit card operations or financial services processing

• Have hands-on experience with credit card platforms (e.g., HPS, Fiserv, or TSYS)

• Have experience with Salesforce or similar case management tools

• Have familiarity with the Canadian credit card landscape, including interchange and billing cycles

• Have post-secondary diploma or degree in Business, Finance, or a related field

• Have intermediate proficiency in Microsoft Excel (for data tracking and reconciliations)

• Have strong written communication skills for documenting case notes and procedure drafts

• Have strong attention to detail to ensure financial entries and account updates are error-free

• Have the ability to prioritize a high volume of tasks to meet strict daily SLAs

• Are comfortable navigating complex core banking systems (HPS) and CRM tools (Salesforce)

• Have a disciplined approach to following established procedures and regulatory guidelines

• Have the ability to research account history and reconcile discrepancies across multiple systems

Compensation Information:

• Base salary range: $45,000 - $55,000

• The final compensation package will be commensurate with the successful candidate's experience, skills, and geographic location (Canada). It includes a comprehensive benefits plan and a competitive incentive (bonus) program for Full-Time Permanent roles.

Sounds like you? Click below to apply!

#LI-Hybrid

#LI-BB1