Card Services Customer Support Assistant

About the role

Fidelity Bank (Bahamas) Limited is looking for a service‑driven Card Services Customer Support Assistant to join its Card Services Department. The role provides frontline support to cardholders across the Bahamas and the Cayman Islands, ensuring high‑quality, timely assistance in line with Service Level Agreements.

Key responsibilities

• Handle cardholder queries and service requests via telephone, email, ticketing systems and other channels.
• Liaise with financial centres, internal departments and external service providers to resolve customer concerns promptly.
• Open, close and maintain credit, debit and prepaid card accounts, updating information across relevant systems.
• Process account amendments, lost‑card notifications, activation checks and transaction authorisation requests.
• Monitor and respond to fraud alerts for debit, credit and prepaid cards, escalating as needed.
• Maintain accurate records and complete required administrative follow‑up according to established procedures.

Required profile

• Customer‑focused, attentive and efficient with strong communication skills.
• Detail‑oriented and able to manage multiple queries simultaneously.
• Capable of working collaboratively with internal teams and external partners.
• Committed to delivering service that meets or exceeds SLA standards.

Required skills

What we offer

• Opportunity to develop a career in customer support within a leading financial institution.
• Inclusive, diverse workplace that values professionalism and innovation.