Card Services Specialist

Are you passionate about assisting others, solving problems with accuracy, and delivering exceptional service with assurance and empathy?

Merchants Bank, Winona, is seeking a full-time Card Services Specialist. This position will be 40 hours/week. Hours will vary to match department work hours, with a Saturday rotation.

The Card Services Specialist performs daily operational, administrative, accounting, customer service, and support functions for the Bank’s credit and debit card programs, including cash advance equipment maintained at branch locations. This role helps ensure card transactions, payments, maintenance requests, reports, reconciliations, fraud responses, and customer inquiries are handled accurately, efficiently, and in accordance with applicable requirements.

The Specialist works closely with Card Services leadership, branch teams, Finance, Risk Management, and other business lines to resolve issues, support cardholders, maintain effective processes, and contribute to product, service, and operational improvements. The individual must demonstrate strong communication, organization, accuracy, problem-solving, and prioritization skills and must adapt effectively to changing systems, procedures, and customer needs.

Merchants Bank is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.

• Daily Operations and Customer Service:
  • Download, review, and process daily debit and credit card reports.
  • Process credit card payments received by phone, email, and mail.
  • Process credit and debit card maintenance requests and document pertinent account information accurately.
  • Provide customer service and online and mobile app support to credit and debit card customers by phone, email and in person.
  • Research and resolve cardholder questions, transaction concerns, and service issues; elevate complex or sensitive matters appropriately.
  • Respond to fraud concerns, complete required documentation, and follow established prevention, escalation, and resolution practices.
  • Provide backup support for critical department functions and recurring activities.
  • Provide backup support for Online Banking / Call Center staff as requested
• Reconciliation, Reporting, and Controls:
  • Balance the credit card portfolio to general ledger totals using reports provided by Finance.
  • Balance credit card checking accounts against prior-day payments and cash advances.
  • Assist with the preparation and submission of the monthly statement package to Finance.
  • Run and balance monthly rewards-points redemption reports.
  • Prepare monthly usage, card interchange, interest, and delinquency reports and related customer letters.
  • Assist with preparation of the monthly credit card preapproval list and quarterly rewards liability reports.
  • Complete recurring reports, reconciliations, account activity reviews, and documentation accurately and within established deadlines.
  • Identify discrepancies, research underlying causes, and communicate or advance unresolved balancing and control issues.
• Card Program and Branch Support:
  • Support credit and debit card products, promotions, balance-transfer opportunities, preapproval campaigns, and other appropriate card-growth activities.
  • Provide branch and front-line employees with product, process, promotion, and service information and respond to card-related questions.
  • Assist with card program updates, procedural changes, product enhancements, services, and card accessories.
  • Assist with recurring debit and credit card promotions.
  • Participate in training, branch support, customer meetings, and card-product demonstrations as requested.
  • Work collaboratively with other departments to assist with call overflow and digital tool management.
• Risk Management, Fraud, and…