Card Operations & Customer Support Analyst

We are not your run-of-the-mill bank. It's our people which makes us exceptional. Every individual here is valued - not just for what they do, but for who they are. We’ve built a culture rooted in purpose, passion, and a healthy dose of humanity.

Joining Alpha Bank London isn’t just about a career - it’s about connection. You’ll collaborate with colleagues from all walks of life, building bonds that last and networks that matter. It’s this blend of international reach and local expertise that makes us strong. Whether you’re starting out or stepping up. You’ll find responsibility, variety, and experiences that go far beyond what a boutique bank or a corporate giant could offer alone. Together, we amplify ideas, share knowledge, and create impact.

We believe in doing well and doing good. That means more than closing deals; it’s about making a difference for our clients, our communities, and each other. Because when one of us succeeds, we all succeed.

Ready to make your mark? Let’s do it. Together.

Reporting to the Card Operations & Customer Support Manager, the Card Operations & Customer Support Analyst plays a key role in supporting the day-to-day operations of Alpha Bank London’s card products (debit and credit) and current accounts, ensuring smooth processing, regulatory compliance, and excellent customer service. The role combines operational execution with direct customer support, focusing on resolving card- and account-related enquiries and maintaining high service standards. The analyst will work closely with internal teams including Compliance, Risk, IT, and Product.

• Support card issuance, fulfilment, and card / account lifecycle management.
• Monitor transaction processing and assist with chargebacks and disputes.
• Maintain accurate customer account data and support account closures and suspensions.
• Assist with tokenisation processes for secure online transactions.
• Support fraud detection and prevention activities using internal tools and protocols.
• Contribute to reporting and data management for internal and external stakeholders.

• 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.

• Ensure compliance with PSD2, PCIDSS, AML, and data privacy regulations.
• Adhere to all relevant regulations and internal policies, including those related to Operational Resilience and Data Protection.
• Uphold the purpose, values, and behaviours of Alpha Bank London at all times.

• Experience in card payments and current account operations within Financial Services.
• Familiarity with customer service practices and regulatory frameworks.
• Understanding of card scheme rules, fraud protocols, and dispute resolution processes.
• Comfortable working in a small team with broad responsibilities.

Key Attributes

• Strong attention to detail and operational discipline.
• Customer-centric mindset with excellent communication skills.
• Ability to manage multiple tasks and prioritise effectively.
• Regulatory awareness and commitment to compliance.
• Collaborative and proactive approach to problem-solving.

Technical Skills

• MS Office Suite (Outlook, Teams, Word, Excel, PowerPoint, Project) - advanced or proficient knowledge

At Alpha Bank London, our values shape everything we do:

• Innovation – Be part of a team that embraces new ideas and continuous improvement.
• Collaboration – Work closely with experienced professionals who support your growth.
• Excellence – Develop your skills in a high-performing environment.
• Delivery – Contribute to meaningful projects and see your impact.
• Empowerment – Take ownership of your development and career progression.

Send your CV and cover letter to Recruitment@alpha-bank.co.uk