Card Support Officer

Job Title

Card Support Officer

Reports To

Card Operations Manager

Department

Retail

Duty Station

Office Based

Job Summary

The Card Support Officer provides operational, administrative, and customer support across the Shell Card value chain. The role manages customer onboarding, system setup, account maintenance, reconciliations, dealer and Customer Service Assistant (CSA) training, contract administration, and support for credit and payment processes. The position ensures data accuracy, operational compliance, excellent customer experience, and effective card portfolio performance through strong coordination with internal teams and external customers.

Key Deliverables

Support accurate and timely customer onboarding by ensuring complete documentation, system setup, contract accuracy, and compliance with data privacy requirements.
Manage customer requests and provide timely support by resolving account issues, maintaining customer records, and ensuring high levels of customer satisfaction.
Perform Shell Card reconciliations, monitor key customer accounts including top accounts, validate discounts, and support accurate processing of replacement fees and related transactions.
Support credit and payment processes by monitoring account activities, validating transactions, and ensuring compliance with approved controls.
Deliver training and operational guidance to dealers, Customer Service Assistants (CSAs), and station teams on Shell Card processes, POS usage, system functionality, and customer service standards.
Maintain accurate card records, contracts, customer information, and operational documentation.
Support card governance activities through audit preparation, compliance checks, system testing, and implementation of process improvements.
Collaborate with Sales, Retail Operations, Finance, and IT teams to improve card usage, customer retention, POS efficiency, and portfolio performance.
Identify operational gaps and recommend improvements to enhance card service delivery and customer experience.

Expected Outcomes

Accurate customer onboarding and reliable card system records.
Timely and complete reconciliation of card transactions and accounts.
Effective support and training for customers, dealers, and CSA teams.
Improved compliance with card processes, controls, and data privacy requirements.
Reduced operational errors and process deviations.
Increased card usage, customer satisfaction, and portfolio performance.
Improved collaboration between Card Operations, Sales, Retail, Finance, and IT teams.

Qualifications

Minimum Requirements

Bachelor’s Degree in Business Administration, Information Technology, Sales, Operations, Finance, or a related discipline.

Experience

Minimum of one (1) to two (2) years’ experience in customer service, sales operations, card operations, POS systems, financial operations, or related roles.
Experience supporting fleet management systems, card platforms, or customer account management is an added advantage.
Experience in reconciliation, data management, and operational support is desirable.

Knowledge & Technical Competencies

Shell Card operations and fleet management processes.
Customer onboarding and account management.
POS systems and digital payment solutions.
Transaction reconciliation and financial controls.
Data privacy and customer information management.
Contract and documentation management.
Customer service and issue resolution.
System testing and process improvement.
Microsoft Office applications and operational reporting.
Strong analytical and problem-solving skills.

Working Environment

Office-based role requiring regular interaction with Sales, Customer Service, Finance, Retail Operations, IT teams, and external customers.
Occasional travel to retail stations and customer locations may be required for training, support, and issue resolution.
Requires accuracy, confidentiality, customer focus, and adherence to operational governance standards.
Works in a fast-paced environment managing multiple customer requests, system processes, and reporting requirements.

Performance Metrics

Accuracy and timeliness of card reconciliations and customer setups.
Customer satisfaction levels and issue resolution turnaround time.
Effectiveness and quality of dealer and CSA training sessions.
Compliance with card processes, data privacy standards, and operational controls.
Accuracy of customer records, contracts, and system data.
Contribution to card usage growth, portfolio performance, and service improvement initiatives.

Job Detail

Job Description