Card Operations & Customer Support Analyst

Card Operations & Customer Support Analyst

Date added:

28th September 2026

Location: London

Working Pattern: Hybrid (minimum 3 days in the office including Wednesday as a core day)

Reports To: Cards Operations Manager

About Us

We are not your run-of-the-mill bank.

Founded in 1922, Alpha Bank London combines the heritage and stability of a long-established financial institution with the ambition and agility of a growing organisation. As an independently regulated UK bank within the Alpha Bank Group, we provide specialist banking services to personal and corporate customers in the UK and internationally.

This is an exciting period of growth and transformation for the Bank. Alongside our established business, we are developing a new digital retail banking proposition focused on serving the Greek, Cypriot and wider diaspora communities across the UK. Backed by a strong Board, supportive shareholders and an ambitious strategy, we are investing in our future and looking for talented individuals to help shape it.

The Role

The Card Operations & Customer Support Analyst supports the design, build, testing and day-to-day delivery of card and current account operations, including card issuance and lifecycle management, transaction processing, settlement and reconciliation, disputes, fraud support, account maintenance, tokenisation, operational controls and reporting.

The role supports operational readiness from build and Live Proving through to business-as-usual operations. It provides timely, professional customer and internal support, maintains accurate records and process documentation, identifies operational risks or gaps, and ensures issues are escalated and followed through to resolution.

What You’ll Do

Card & Account Operations

• Support card issuance, fulfilment, and card / account lifecycle management.
• Monitor transaction processing and support settlement, reconciliation, chargeback and dispute activities, including the investigation and escalation of exceptions.
• Maintain accurate customer account data and support account closures and suspensions.
• Assist with tokenisation processes for secure online transactions.
• Support fraud detection, prevention and alert-management activities using relevant systems, controls and agreed escalation procedures.
• Contribute to operational reporting, scheme reporting, data management and the maintenance of accurate management information for internal and external stakeholders.
• Support the design, documentation and ongoing refinement of end-to-end card and account operational processes, Standard Operating Procedures, task lists and controls.
• Participate in UAT, scenario testing, defect validation and Live Proving activities, including customer journeys, exception handling, settlement and reconciliation processes.
• Identify operational risks, process gaps, control weaknesses and inefficiencies, escalating them promptly and supporting remediation or appropriate manual controls.
• Work collaboratively with Operations, Technology, Finance, Treasury, Risk, Compliance, Fraud and third-party service providers to support operational readiness and issue resolution.
• Adapt processes, documentation and ways of working as systems, operating models, regulatory requirements and delivery priorities evolve.

Customer Support

• Respond to customer enquiries related to card and account operations.
• Provide timely and professional support via phone, email, and internal systems.
• Escalate complex or urgent issues to relevant teams and follow through to resolution.
• Maintain accurate records of customer interactions in line with GDPR and internal policies.
• Collaborate with the Cards Operations & Customer Support Manager to identify service improvement opportunities.
• Support the development, review and maintenance of customer servicing scripts, guidance, knowledge materials and escalation pathways.
• Contribute to the testing and refinement of customer support processes to ensure they are workable, compliant and focused on delivering good customer outcomes.

Functions Covered:

• Cards
• Current Accounts

Compliance:

• Comply with the Bank’s Conduct rules, as prescribed by the PRA and FCA including the most recent sixth conduct rule; “you must act to deliver good outcomes for retail customers.”
• Maintain ‘Fit & Proper’ status required to fulfil role as a Senior Manager/Certification employee (if relevant.)
• Comply with all relevant regulations as prescribed by the PRA and FCA including your role under the Bank’s undertaking to Operational Resilience.
• Comply with the Bank’s policies and procedures as laid out in the Employee Handbook, the intranet, and other sources.
• Manage all personal data and sensitive personal data in line with the General Data Protection Regulation and any associated Bank policies and procedures.
• Uphold the purpose, values, and behaviours of Alpha Bank London at all times.

What We’re Looking For

• Proven experience in card operations, current account operations, customer support or a related operational role.
• Relevant experience of card issuance and lifecycle management, transaction processing, chargebacks, disputes and customer account maintenance.
• Demonstrated understanding of fraud prevention, secure online transactions and the importance of accurate operational controls.
• Strong customer service experience, with the ability to manage enquiries professionally across phone, email and internal systems.
• Experience of maintaining accurate customer and operational records in line with GDPR and internal policies.
• Prior experience in financial services or another regulated environment is desirable.

Knowledge or experience of card settlement and reconciliation, including the investigation and escalation of breaks or exceptions, is desirable.

• Experience of participating in operational testing, Live Proving, implementation or launch-readiness activities is desirable.
• Ability to develop and maintain clear operational procedures, controls, task lists and customer servicing guidance.
• Understanding of card schemes, fraud systems, dispute processes, operational risk and regulatory or conduct expectations is desirable.

Key Attributes

• Customer Focus – Responds professionally and works to deliver timely, accurate and positive outcomes for customers.
• Attention to Detail –Maintains accurate customer, account, transaction, settlement and reconciliation records and identifies discrepancies promptly.
• Accountability –Takes ownership of assigned tasks, operational controls, escalations and follow-up through to resolution.
• Collaboration – Builds effective working relationships across Operations and with relevant internal teams.
• Communication – Communicates clearly and professionally with customers and colleagues through different channels.
• Risk Awareness and Integrity – Follows controls, policies and regulatory requirements and handles sensitive information appropriately.
• Problem Solving – Assesses operational and customer issues, identifies appropriate action and escalates where necessary.
• Adaptability – Responds constructively to changing systems, processes, priorities and delivery timelines during build, implementation and live operations.
• Continuous Improvement –Proactively identifies and documents opportunities to improve customer service, processes, controls, data quality and operational efficiency.

Why Join Us:

At Alpha Bank London, you’ll be joining a collaborative and supportive team where your expertise will make a genuine difference. Our size gives you the opportunity to work across a broad range of compliance activities, gain exposure to senior decision-makers and contribute meaningfully to the Bank’s strategic objectives.

If you’re looking for a role where you can apply your regulatory expertise, influence positive change and help shape the future of a growing bank, we’d love to hear from you

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