Senior Officer - Cards

Job Title: Senior Officer

• Cards Department: Operations Job Overview To securely manage the end-to-end lifecycle of returned, undelivered, intercepted, and re-dispatched debit, credit, ATM, and proprietary identification cards. The role ensures compliance with operational controls, regulatory requirements, and service standards while minimizing operational risk, preventing fraud, and enhancing customer experience through timely investigation, resolution, and re-delivery of cards.

Key Responsibilities

Receive and verify shipments of undelivered, returned, or intercepted cards from courier partners and postal services. Record and update tracking information within relevant systems while maintaining complete custody records. Scan, validate, and update card statuses in the card management system, ensuring prompt blocking or returned-card marking to mitigate fraud and misuse risk.

Investigate card delivery exceptions, customer complaints, and operational discrepancies. Coordinate with internal stakeholders and external service providers to ensure timely resolution within defined TATs. Validate customer requests and authorize secondary dispatches or card reissuance in accordance with approved procedures and service standards.

Monitor daily operational activities, review transactions, and perform quality assurance checks to ensure adherence to policies, procedures, and control requirements. Maintain accurate records and prepare operational MIS, management reports, and exception reports for review by management. Support internal, external, regulatory, and compliance audits by providing required documentation, evidence, and corrective action updates.

Identify process improvement opportunities to enhance operational efficiency, customer service, and risk controls Experience Required 2-4 years of relevant banking operations experience, preferably within Card Operations, Customer Services, Branch Operations, or Payment Operations. Educational Background Required Bachelor's degree from an HEC-recognized university.

Skills & Competencies Card Operations & Lifecycle Management Returned Card Processing Risk Management, Fraud Monitoring & Prevention Complaint Resolution Compliance & Audit Support MIS Reporting & Documentation Process Improvement & Quality Assurance Analytical & Problem-Solving Skills Communication & Stakeholder Management Team Collaboration Accountability & Integrity Customer Service Excellence Microsoft Office Proficiency Raqami Bank is an equal opportunity employer.

We welcome applications from all qualified individuals, including Persons with Disabilities (PWDs), and are committed to fostering an inclusive workplace where everyone has the opportunity to succeed. Last date to apply: November 12, 2026