Card Services Specialist

Join to apply for the Card Services Specialist role at NIH Federal Credit Union

This position has a flexible hybrid work schedule. In‑office presence at our HQ in Rockville is required 3‑4 times a week.

• Benefit Package for all full‑time employees includes health, dental, vision, life insurance
• 401(k) and profit sharing
• Tuition reimbursement
• Career advancement and development opportunities
• Credit Union membership with discounted services and products

The Card Services Specialist will assist in performing the daily activities of the Credit Union’s Visa Credit/Debit plastic card programs and processing card disputes. This position will support the Manager, Card Services, in obtaining reports, reviewing account histories, and handling card services requests while following established policies and procedures to ensure adherence to federal, state, and regulatory guidelines.

• Complete the processing of all approved credit card applications, debit card and PIN requests, ensuring all information is complete, accurate, and processed promptly in compliance with established credit union policies and procedures.
• Assist in reviewing card issuance and reissuance, including instant issue operations.
• Assist in reviewing accounts with card‑related issues and complaints received from members.
• Process member credit/debit/ATM card disputes, fraud claims, and account adjustments via Velera or STAR network or Core systems. Process necessary claim documentation with appropriate vendors, including Velera, Bond Company, and potentially law enforcement or Risk Management. Provide provisional credit to members and send applicable notices to the cardholder/member.
• May work with the Marketing Team on special projects to acquire new accounts, card activation, and usage.
• Prepare reports for management on card programs and performance. Compile data and assist in preparing monthly productivity reports.
• Assist Risk Management with fraud control programs and procedures related to cards.
• Become knowledgeable of and adhere to NIHFCU policies, procedures, and applicable regulations.
• Assist in card training for internal department staff and frontline associates.
• Participate in cross‑functional work groups to implement organizational initiatives as required.
• Ensure that work results and processes comply with relevant laws and established NIHFCU policies, procedures, and practices.
• Have the ability to interact and communicate professionally with external auditors to facilitate completion of CPA, Wire and ACH Audits.
• Access member or employee personal and financial information only as required by the job and maintain confidentiality/privacy and security of any information.
• Report to the Manager, Card Services, Loss Mitigation AVP, Human Resources, Risk Management, and/or Internal Audit VP any actual or suspected fraud or financial dishonesty or wrongdoing involving member transactions and/or employee conduct.
• Perform other related work as assigned by the Manager, Card Services and demonstrate initiative in using available resources to achieve established goals.

• Associate Degree in Accounting, Finance, Communications, or related field; a high school diploma and equivalent experience in plastic card products and back‑office operations may be substituted for a two‑year degree.
• Minimum two years of banking experience with working knowledge of servicing and chargebacks on credit and/or debit cards.
• Must have good working knowledge of debit/credit processes, Visa guidelines and Federal Regulations that govern card operations.
• Prior Credit Union working experience preferred.
• Must have strong attention to detail, excellent interpersonal, communication, problem‑solving, analytical, and member service skills required. Degree in Accounting, Finance, Communications, or related field preferred.

Ensure that work results and processes comply with relevant laws and with established NIHFCU policies, procedures, and practices, including, but not limited to, the Bank Secrecy Act (BSA), Regulation E, and VISA Inc. Rules. Attend all required training or complete…