About the Role

We are looking for a Senior Analyst (3-5 years' experience) to support card servicing and customer operations, handling card-related requests such as lost/stolen cards, fraud reporting, transaction inquiries, card activation, PIN resets, and digital banking access issues. The ideal candidate will possess solid customer service and problem-solving skills, experience in banking or cards operations, and the flexibility to work in a night-shift environment while ensuring a seamless customer experience and adherence to service standards.

Key Responsibilities
- Handle customer requests related to lost or stolen cards, including card blocking, freezing, and reissue coordination.
- Support customers with fraud and unauthorized transaction reporting, ensuring timely card blocking and investigation initiation.
- Resolve card decline issues by identifying causes such as fraud rules, card blocks, or insufficient funds and advising on next steps.
- Assist customers with card activation for newly issued cards when self-service options are unavailable.




- Support PIN reset and PIN change requests to enable continued card usage.
- Address balance inquiries and recent transaction queries, primarily through digital channels and agent support when required.
- Resolve login and password issues impacting customer access to card services.
- Ensure accurate documentation, adherence to operational procedures, and delivery of a high-quality customer experience.
- Meet service levels, productivity metrics, and compliance requirements in a fast-paced environment.

Requirements
- Experience in Cards Operations, Customer Service, Banking Operations, Fraud Support, or Card Servicing.
- Strong understanding of debit/credit card processes, fraud prevention, and customer support workflows.
- Excellent problem-solving, communication, and customer-handling skills.
- Ability to work effectively in a night-shift environment.
- Experience handling card-related queries such as card block

📌 Sr.Analyst | Card Operations | Gurugram | Immediate joiner
🏢 Evalueserve
📍 Gurugram