Card Services Supervisor

Card Services Specialist

The Card Services Specialist plays a vital role in ensuring accurate and timely processing of card-related transactions and member support activities. This position requires strong attention to detail, sound judgment, and the ability to work effectively in a fast-paced remote environment.

• Reimbursement Processing
• Review and process manual and automated reimbursement requests.
• Validate reimbursement requests to ensure eligibility based on client specific guidelines.
• Ensure all reimbursements are supported by appropriate documentation.
• Verify account status prior to processing adjustments, including handling of closed or restricted cards in accordance with established manual procedures.
• Process manual reimbursements in designated systems with a high degree of accuracy and attention to detail.
• Prevent duplicate or erroneous payments by performing thorough account and transaction reviews prior to issuance.
• Follow defined procedures for handling special cases, including partial reimbursements, adjustments, and escalated claims.
• Ensure timely processing of reimbursements in alignment with service level agreements (SLAs)
• Fraud Management
• Initiate card replacements when fraudulent activity is suspected and reported
• Conduct thorough investigations of reported fraud cases, including reviewing transaction history, account behavior patterns, and supporting documentation
• Process fraud claims and ensure proper documentation is maintained in accordance with company policies and audit requirements
• Ensure timely reimbursement of eligible fraudulent transactions in accordance with company guidelines and regulatory requirements
• Maintain detailed documentation of fraud cases and outcomes.
• Wallet Transfers
• Process and monitor wallet-to-wallet transfers.
• Verify member identity and account status before executing transfers.
• Troubleshoot transfer issues and ensure secure completion.
• Transaction Review
• Review transactions detail for accuracy and completeness per call center request.
• Identify and correct errors or inconsistencies in transaction data.
• Provide feedback to improve transaction workflows and system efficiency to internal team.
• Card Status Updates
• Manage card activation, suspension, and closure requests.
• Communicate status changes to internal departments.
• Ensure all updates are accurately reflected across systems.

• Ability to work well under pressure while maintaining accuracy and professionalism.
• Strong independent work ethic and capacity to exercise excellent judgment in resolving operational and member-related issues.
• Excellent verbal and written communication skills with a focus on clarity and empathy.
• Proven ability to navigate multiple systems simultaneously to ensure precise case resolution.
• High level of integrity and commitment to confidentiality in handling sensitive member information.
• Experience in financial services, card operations, or customer support preferred.

• 8+ years Contact Center experience required, preferably in the Health Care industry.
• Proficient in technologies related to contact center operations preferred (XNET, CRM, UKG, Panviva).
• Highly Proficient in Excel, Word and Adobe applications.