Temp - Card Services Support Specialist

Description

Reports To: Card Services Manager

Effective Date: 05/27/26

Primary Function

Support the Card Services Department in the daily processing and ordering of card plastics and the maintenance of credit, debit, and related services. Monitor, manage, and respond to the Visa Email Inbox, ensuring all member and internal correspondence is handled promptly and accurately. Provide professional, timely, and efficient service to members and internal partners.

This role is also responsible for handling inbound calls related to card services and assisting with the Return Cards Report by ensuring proper tracking, research, and resolution of returned card items. Maintain a comprehensive understanding of all credit union products and services to effectively support, educate, and promote offerings to members. Provide support with fraud and dispute cases as needed.

Major Duties and Responsibilities

Card Processing & Ordering
Place and process daily credit and debit card orders, maintaining accurate and organized records to ensure accessibility and efficiency for all supporting departments.

Member Service & Product Support
Deliver high quality service at every interaction, addressing member needs related to debit and credit cards. Identify opportunities to cross-sell products and services when appropriate.

System Maintenance & Documentation
Maintain accurate member account information in Keystone and OnBase, including file maintenance, card reissues, and all related documentation for credit/debit card programs.

Call Handling & Internal Support
Answer and manage inbound calls on the Card Services Must Answer Line, assisting internal departments and members with card related inquiries, disputes, and services such as Zelle.

Visa Email Inbox Management
Monitor, prioritize, and respond to all communications within the Visa Email Inbox daily, including dispute updates, authorized signer requests, and other member or internal correspondence.

Return Cards Report Processing
Assist with the Return Cards Report by tracking returned cards, conducting necessary research, and ensuring timely follow-up and resolution in accordance with established procedures.

Compliance & Regulatory Responsibilities
Understand and adhere to Bank Secrecy Act (BSA), Anti-Money Laundering (AML), and Office of Foreign Assets Control (OFAC) policies. Complete required training and ensure all member transactions and documentation comply with regulatory standards, including SARs, CTRs, and CDD requirements.

Fraud & Dispute Support
Provide support in identifying and assisting with fraud investigations and dispute processing as needed.

Additional Duties
Perform other duties as assigned by the Card Services Manager.

Skills, Knowledge, and Abilities

• Strong knowledge of credit union products, services, rates, terms, and fees
• Ability to work independently while exercising sound judgment and problem-solving skills
• Proficiency in internal systems (e.g., Keystone, OnBase)
• Ability to identify potential fraudulent activity
• Excellent organizational and prioritization skills in a high-volume environment
• Strong written and verbal communication skills
• Ability to follow moderately complex instructions and procedures
• Flexibility to serve as backup support for other positions
• Commitment to delivering high-quality member service with minimal supervision

Behavioral Expectations

• Maintain a professional, courteous demeanor with members and staff
• Safeguard all confidential member and credit union information
• Support and achieve Service Excellence goals
• Effectively manage daily tasks and moderate exceptions with sound judgment
• Assist in training and onboarding new employees
• Demonstrate initiative and adaptability in completing assigned responsibilities
• Proactively engage members by requesting permission to review and analyze accounts for service opportunities

Outcomes;
The expected results, goals, and objectives.

Individual and Departmental goals for products and services are achieved.

Confidentiality of member and credit union information is maintained.

All work performed conforms to Credit Union guidelines and standards

Member's product and service needs are identified and met at each touch point.

Education and Experience

Job requires a college level of language, math and reasoning skills. Associates Degree or two years experience, or an equivalent combination of education and/or work experience. Formal position training should be supplemented with continuing education.

Physical Requirements

iTHINK Financial Credit Union is committed to working with its employees to reasonably accommodate them with the physical aspects of the position. The following list outlines the physical considerations that are normally encountered in this job.

• Vision:
  Ability to complete necessary paperwork and verify signatures and proper completion of documents by members
• Speech/Hearing:
  Ability to communicate verbally on the telephone, and in writing with staff, members, and vendors.
• Manual Dexterity:
  Ability to perform necessary computer-related…