Teams at CardWorks

Leads end-to-end fraud, billing, chargeback, and payment dispute resolution for Merrick Bank and external clients. Oversees dispute operations, regulatory and audit issue closure, compliance, risk mitigation, customer experience, budgeting, staffing, process optimization, and team development. Partners with fraud, compliance, customer service, collections, operations, and senior leadership to establish strategy, performance goals, controls, and efficiencies.

Provides bilingual English and Spanish inbound call-center support to credit card and loan accountholders. Responsibilities include answering account, payment, transaction, and billing questions; processing service requests and disputes; researching issues; documenting interactions; educating customers on procedures; escalating complex matters; and meeting quality, productivity, compliance, attendance, and customer service goals.

The Lead Site Reliability Engineer will establish the SRE operating model, implement AI-enabled reliability use cases, manage reliability metrics, and oversee operational readiness while collaborating with teams and mentoring engineers.