Card Services Specialist

Supports the management of the debit card portfolio through reporting, and day-to-day activities of the Card Services department. Performs a variety of duties to provide members with the use of their debit cards in a trouble-free environment. Ensure all critical department deadlines are met and maintained. Assists with monitoring ATM fleet daily for optimal performance.

• Process daily exceptions and related transactions, settlements and posting files along with periodic reconciliations
• Investigate and resolve cardholder disputes in compliance with Regulation E and internal policies
• Assist members with card issues, including lost/stolen cards, transaction inquiries, and fraud claims
• Monitor card activity for suspicious transactions and elevate fraud cases as appropriate
• Perform maintenance on member accounts including reissues, limit updates, and escalations
• Coordinate with card networks, processors, and vendors to resolve processing issues
• Maintain detailed and accurate documentation of cardholder interactions and dispute cases
• Educate members and staff on card features, setup of services, and card safety tips
• Stay current with industry changes, fraud trends, and compliance requirements
• Participate in projects, system upgrades, and ongoing training related to debit card services
• Ensure compliance with internal policies and procedures, federal regulations, and audit requirements
• Monitor and maintain card stock inventory
• Maintain knowledge of each phase of the dispute and chargeback process
• Responsible for ensuring all service requests are handled within expected SLA
• Maintain a thorough knowledge of current rules and regulations relating to banking and payment card industry and credit union compliance including BSA/AML
• Support daily operations with ad hoc requests for research and analysis
• Assist with maintaining department manuals and procedures
• Maintain comprehensive and in-depth knowledge of Credit Union policies and procedures
• Identify areas that need improvement and make recommendations for enhancements

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• College degree in a business, or related field
• 1-3 years experience in banking or Credit Union
• Ability to navigate multiple computer service applications simultaneously
• Strong analytical, organizational, and problem‑solving skills
• Familiarity with card processing platforms and banking systems
• Ability to work in an open office environment with interruptions
• Analytical and critical thinking skills needed to resolve issues
• Strong presentation, verbal, and written communication skills
• Ability to work independently, and in a team environment with many different levels of organization
• Highly organized and detail oriented
• Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions.

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May require occasional overtime or weekend availability during fraud spikes, audits, or to ensure dispute regulation timelines are met.

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 5 lbs. Must be capable of climbing/descending stairs in an emergency. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day. Must be able to work extended hours whenever required or requested by management.

Must be by capable of regular, reliable, and timely attendance.

Must be able to perform job functions with supervision and work effectively either on own or as part of a team. Must be able to read and carry out various instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic mathematical calculations with extreme accuracy.

Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities.

Must be capable of exercising highest level of discretion on confidential matters.