Operations Analyst (Seasonal) | Credit Card Operations

Job Type

Seasonal Full Time - Non Exempt

General Description

Manage credit card claims by performing account maintenance, adjustments, and accurate documentation across internal systems, ensuring compliance with deadlines, regulations, and SLAs. Maintain effective communication with customers and collaborate with specialized units to resolve cases

Essential Duties and Responsibilities

•    Process and investigate balance transfer claims and perform account maintenance through TCS within established deadlines, in compliance with SLA and applicable regulations.
•    Process and investigate claims and perform account maintenance through PCAS (Popular Claims and Accounting System) within established deadlines, in compliance with SLA and applicable regulations.
•    Monitor responses and determine if additional actions are required.
•    Document all claim-related actions throughout the investigation process in PCAS, TSYS, and TCS. Maintain detailed records of customer interactions and final resolutions. Communicate claim status and resolution to customers via phone and/or written correspondence.
•    Refer questionable claims or complaints to appropriate units for further investigation and resolution, such as Fraud, Security, or BAA Support.
•    Perform various secondary functions within the department as assigned.
•    Process reports in Web Ammo and execute macros to apply entries to credit card accounts.
•    Process payments, reversals, adjustments, holds, and convenience checks on customer accounts.
•    Prepare accounting balances by applying them to the corresponding accounts and submit for approval.

Education

60 credits approved or equivalent combination of education and related experience

Note: Related experience refers to the professional background related to the responsibilities and skills required for the position.

Experience

At least one (1) year of experience in customer service.

Additional Requirements

•    Effective oral and written communication skills in Spanish (advanced level) and English (fluent)
•    Proficient in Microsoft Office 365, including Excel, Word, and Outlook
•    Knowledge of basic accounting principles (debits/credits)
•    Strong customer service focus.
•    Ability to establish priorities and manage multiple tasks simultaneously.
•    Detail-oriented with strong analytical skills.
•    Excellent organizational skills.
•    Ability to work under pressure and maintain a sense of urgency.
•    Strong team player with the ability to collaborate effectively to achieve common goals.
•    Exceptional interpersonal and communication skills, both with clients and coworkers.

Region Locations

Señorial Center Building

San Juan, PR

Work Schedule

On-site
Monday to Friday- 8:00 am to 5:00 pm
Flexibility to work non-business hours ,holidays, and weekend when needed.

Values