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: As a key member of the Credit Card Operations team, the Credit Card Representative ensures a seamless and responsive Member cardholder experience by effectively and efficiently managing Credit Card-related service queues and resolving requests, inquiries, and escalations. This role also supports frontline teams by providing timely guidance and subject matter expertise to help deliver exceptional service and professional growth within the credit card and payment space.
Reporting directly to the Senior Manager, Credit Card Operations & Compliance, this role offers the opportunity to make a meaningful impact across both Member experience and internal team success.
This role will be primarily responsible for the monitoring of the Credit Card related service queues that involves handling questions, concerns and reporting any escalations. In addition to this, this individual will be responsible for the following tasks:
Key Responsibilities:
- Processing daily monetary reports, including posting monetary entries and managing rejected payments
- Supporting operational reporting needs such as employee offboarding and deceased account reporting
- Maintaining and updating internal standard operating procedures, scripting and FAQs
- Providing secondary support for credit card platform access requests
- Escalating vendor-related issues based on cardholder feedback
- Contributing to the continuous improvement of internal credit card processes and service queues.
- Credit Card Support (50%):
- Serve as the Subject Matter Expert (SME) for Visa credit card operations, providing guidance on policies, procedures, and product functionality. This includes responding to general questions, clarifying processes, and addressing member concerns, with more complex or escalated issues directed to the Senior Manager as needed.
- Respond to internal credit card inquiries and frontline staff requests with professionalism and accuracy, ensuring timely resolution and adherence to the established service level agreement (SLA) of two business days.
- Maintain a strong understanding of Visa products and processes to support efficient and informed responses across all service channels.
- Operational Reporting (40%)
- Complete regular operational reporting to support credit card portfolio performance, risk monitoring, business continuity and operational oversight.
- Process improvements (10%):
- Suggest process improvements and contribute to implementation. Ensure new processes are documented and consistently executed.
Knowledge, Skills and Abilities:
- Post-secondary education in a relevant field, or an equivalent combination of education and related work experience
- Experience in credit card operations, payments, or financial services is preferred
- Strong decision-making and problem-solving abilities, with a focus on delivering friendly, professional service in a fast-paced environment
- Ability to manage multiple requests and concerns simultaneously while maintaining accuracy and efficiency
- Demonstrated commitment to creating a consistent and positive experience for internal stakeholders, frontline teams, and members
- Proven ability to work independently and as a collaborative team member, contributing positively to shared goals
- Proficient in Microsoft Suite Tools, CRM
- Comfort learning and adopting new digital tools, with an openness to using AI‑enabled technology to enhance productivity, accuracy, and the Member experience
This role represents an existing vacancy. Internal candidates are being considered as part of our standard process.
Salary Range: $40,200.00 to $60,400.00 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. Catherines Corporate. This is a hybrid 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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