Card Services Specialist

Position Summary

The Card Services Specialist plays a critical role in delivering a seamless, accurate, and secure experience for members across all credit, debit, and ATM/ITM operations. This position serves as a trusted problem‑solver, process expert, and key partner to both members and internal teams.

Responsibilities include operational processing, card dispute management, regulatory compliance, system troubleshooting, fraud monitoring, and ongoing collaboration across the organization.

• Act as a subject‑matter expert for branch teams and internal partners requiring assistance with card, terminal, and transaction‑related inquiries.
• Provide clear, timely, and accurate support for escalated member and employee issues.
• Support troubleshooting for plastics, terminals, phone queue escalations, and member outreach needs.

• Review and process daily and monthly card operations reports, including card issuance, unposted transactions, returned plastics, returned credit card payments, address changes, regulatory compliance items, and other processor reports.
• Perform daily ATM settlement balancing and submit reconciled reports and adjustments to Accounting.
• Monitor ATM/ITM deposits for red flags or suspicious activity and collaborate promptly with the Fraud team.
• Process and execute required tasks to support debit and credit card lifecycle management.
• Work directly with the card processor to initiate, research, troubleshoot, and resolve card and ATM transaction disputes.
• Open and manage cases with the card processor, ensuring accurate updates and system corrections.
• Ensure compliance with the Card Act, Visa regulations, Reg E, Reg Z, and internal policies.
• Complete all components of the dispute workflow, including:
  • Interview and intake
  • Transaction research
  • Chargeback processing
  • Merchant responses
  • Applicable monetary credit posting
  • Member communication
  • Troubleshooting and documentation

• Monitor and complete incoming contact events, ATM eForms, and emails from internal departments throughout the day.
• Collaborate with colleagues enterprise‑wide to ensure timely and accurate resolution of member‑impacting issues.
• Provide clear and professional written and verbal communication.

• Participate in special projects and additional duties as assigned by management.
• Demonstrate adaptability as processes, technologies, and member needs evolve.
• Maintain awareness of operational risks and contribute to process improvement efforts.

• High school diploma or equivalent required (strongly preferred).
• Minimum of 2 years of banking, card operations, or financial services experience strongly preferred.
• Experience with debit and credit card processing systems.
• Strong attention to detail with a focus on accuracy and risk awareness.
• Solid understanding of banking regulations, including Reg E, Reg Z, and the Card Act.
• Ability to learn and maintain knowledge of lending and compliance regulations.
• Excellent verbal and written communication skills.
• Strong problem‑solving mindset with curiosity and initiative.
• Ability to prioritize tasks, manage workload, and remain focused under pressure.
• High comfort level with technology and frequent computer use.
• Card systems experience, including COCC Insight, Fiserv Card Services processing, and dispute processing systems.
• Demonstrated adaptability, dependability, teamwork, and service excellence.

Health, Dental, and Vision coverage for employees working minimum 20 hours per week. Metro provides assistance toward premiums and copays and offers 100% coverage on prescription copays through the Prescription Drug Program.

Three weeks of paid vacation per year and 11 paid holidays, supporting work‑life balance from day one.

Annual bonuses for all staff, including both annual performance bonus and annual vesting retention bonus.

401(k) retirement matching plan and Safe Harbor Plan. Metro contributes 3% regardless of employee…