Why Meridian?
At Meridian our aspiration is to integrate our purpose into everything we do for people, the planet, and communities. We believe that our greatest opportunity is to create opportunity and meet people where they are.
Factor us into your next career opportunity. We want you to grow with us and have an experience that’s different. This is a place where you can expect the unexpected.
Find our story here: About Meridian
The role: Credit Card Operations Specialist
As a member of the Credit Card Operations & Compliance team, the Credit Card Operations Specialist serves as a key operational subject matter expert responsible for supporting and enhancing Meridian's credit card portfolio through operational excellence, business improvement, risk management, and portfolio oversight.
This role provides specialized expertise across credit card operations, collaborates with internal and external partners to resolve complex issues, supports strategic initiatives, and delivers operational insights that contribute to portfolio performance and member experience. The successful candidate will drive process improvements, support innovative operational solutions, and foster a culture of continuous learning, accountability, and operational excellence.
Key Responsibilities
Cardholder Support & Escalation Management (20%)
- · Investigate complex cardholder-impacting issues and escalations, collaborating with internal stakeholders and external service providers to identify root causes and implement effective resolutions.
- · Support the resolution of escalated concerns for retail and business Members, ensuring issues are managed professionally, accurately, and within established service standards.
- · Identify recurring service challenges and operational gaps and recommend corrective actions that improve member experience and operational effectiveness.
Business Improvement & Strategic Initiatives (35%)
- · Lead and contribute to operational improvement initiatives, projects, and business changes that enhance the credit card portfolio and strengthen operational performance.
- · Identify opportunities to leverage automation, artificial intelligence, and emerging technologies to improve operational efficiency, scalability, and service delivery.
- · Analyze operational challenges and business requirements and develop recommendations that support continuous improvement and sustainable growth.
- · Partner with internal stakeholders to support the implementation of new products, services, marketing initiatives, operational enhancements, and business strategies.
- · Develop and maintain operational procedures, process documentation, training materials, and knowledge resources that support consistency and knowledge sharing.
Portfolio Operations & Performance Management (30%)
- · Develop and maintain expertise across the end-to-end credit card operational lifecycle, including token-on-file management, card provisioning, disputes and chargebacks, digital wallet enablement, and related servicing activities.
- · Monitor, analyze, and interpret key operational and portfolio performance metrics, including authorization rates, decline trends, transaction performance, tokenization performance, and digital wallet activity.
- · Identify operational trends, business opportunities, and emerging risks and provide recommendations that support business decisions, portfolio growth, and member experience objectives.
- · Manage operational relationships with vendors, processors, and payment networks by monitoring service performance, resolving issues, and supporting continuous improvement initiatives.
Risk, Compliance & Operational Governance (15%)
- · Coordinate and support operational control activities, audits, business reviews, reporting requirements, and exception management processes related to the credit card portfolio.
- · Assist in identifying operational risks, control gaps, and compliance considerations and support the implementation of corrective actions and process improvements.
- · Maintain awareness of payment network requirements, regulatory obligations, and industry best practices and support the implementation of operational changes required to maintain compliance.
- · Contribute to governance, reporting, and oversight activities that support effective risk management and operational accountability.
What Success Looks Like
- · Complex operational issues and escalations are resolved effectively and within established service expectations.
- · Operational risks, control requirements, and compliance obligations are appropriately supported and managed.
- · Actionable operational insights and recommendations are provided to support informed business decisions.
- · Process improvements, automation opportunities, and innovative solutions contribute to enhanced efficiency and service delivery.
- · Curiosity, continuous learning, and innovative thinking drive operational improvements and the adoption of new technologies and ways of working.
- · The credit card portfolio delivers positive Member experiences while supporting sustainable, scalable growth.
Knowledge, Skills, and Abilities
- · Post-secondary education in Business, Finance, Operations Management, or a related discipline, combined with credit card operational experience or an equivalent combination of education and experience.
- · 3-5 years of progressively responsible experience in credit card operations, payments, financial services operations, compliance, risk management, or a related field.
- · Strong analytical and problem-solving skills, with the ability to investigate complex issues, identify root causes, and recommend practical solutions.
- · Proven ability to manage multiple priorities while maintaining accuracy, accountability, and attention to detail.
- · Strong interpersonal, communication, stakeholder management, and relationship-building skills.
- · Familiarity with automation tools, AI-enabled solutions, data analysis, and business productivity technologies that support operational effectiveness.
- · Demonstrated curiosity, continuous learning, and a commitment to driving positive business change through innovation and continuous improvement.
- · Experience working with external vendors, processors, payment networks, disputes, chargebacks, fraud operations, payment processing, operational controls, or broader financial services operations is considered an asset.
- Comfort learning and adopting new digital tools, with an openness to using AI‑enabled technology to enhance productivity, accuracy, and the Member experience
Key Competencies
- · Business & Operational Acumen
- · Process Improvement & Innovation
- · Critical Thinking & Problem Solving
- · Accountability & Ownership
- · Continuous Learning & Growth Mindset
- · Collaboration & Relationship Building
- · Analytical Thinking
- · Effective Communication
- · Adaptability & Learning Agility
- · Initiative & Results Orientation
This role represents an existing vacancy. Internal candidates are being considered as part of our standard process.
Salary Range: $59,800.00 to $89,800.00 CAD
Compensation for this role is based on a combination of skills, experience, and internal equity. Candidates with stronger alignment to the role’s requirements may be placed higher within the range. Your recruiter will share more information about our total rewards package during the hiring process.
Office Location: St. Catharines office at least once per week. This is a hybrid work opportunity.
Meridian has a remote work policy that allows flexibility for employees to work remotely but also requires a minimum of one day per week in the office for purposeful meetings to collaborate, innovate, and build effective relationships with your team, your colleagues, and your leader, which is important to us.
What’s in it for you?
- We have an inclusive and collaborative working environment that encourages teamwork, creativity, curiosity, and celebrates success.
- We provide you with the tools and technology needed to delight your candidates and clients.
- You will get to work with and learn from diverse industry leaders and colleagues, who have hailed from top organizations.
- Hybrid work arrangements with in-person office time to collaborate, innovate, and build relationships with your colleagues.
- This is not your typical “corporate” job. We work hard and we have fun!
Build the Future of Banking with Us
At Meridian, we’re not just adapting to the future - we’re shaping it. We see talent as a catalyst for sustainable growth, community impact, and future-readiness. As the financial landscape evolves, we’re looking for team members who bring:
- Embedding & leveraging technology – Confidence and willingness to learn and integrate AI and emerging technologies into new ways of working. Experience with low/no code tools like the Microsoft Power Platform and generative AI productivity tools like Microsoft Copilot is considered an asset
- Critical Thinking – The ability to analyze, evaluate and interpret information from various sources and apply logic and problem solving to make decisions.
- Data Driven– Leverage data and insights to identify, prioritize and improve member experience and business efficiency.
- Curiosity & Flexibility – Comfortable navigating and embracing change and uncertainty, ask more questions, explore more options. Continuously learn and grow.
Experience the Difference!
Meridian committed to promoting an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to employing a workforce that reflects the diversity of our communities and Members in which we live and serve.
Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, or disability.
Please note that due to the volume of applications, only those under consideration will be contacted for an interview.
Thank you for your interest in Meridian Credit Union.
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