The Card Services Specialist plays a critical role in delivering a seamless,ย 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. The ideal candidate thrives in a fast-paced environment,ย demonstrates strong investigative skills, and is committed to exceptional service.
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 partnersย requiringย assistance with card, terminal, and transaction-related inquiries
- Provide clear, timely, andย accurate support for escalated member and employee issues
- Support troubleshooting for plastics, terminals, phone queue escalations, and member outreach needs
Card Operations & Daily Processing
- 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 submitย reconciled reports and adjustments toย 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
Investigate & Resolve Member Issues & Disputes
- Work directly with the card processor toย initiate, research, troubleshoot, and resolve card and ATM transaction disputes
- Open and manage cases with the card processor, ensuring accurateย 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:ย
- Interview and intake
- Transaction research
- Chargeback processing
- Merchant responses
- Applicable monetary credit posting
- Member communication
- Troubleshooting and documentation
Cross-Functional Communication & Workflow Management
- Monitor and complete incoming contact events, ATMย eForms, and emails from internal departments throughout the day
- Collaborate with colleagues enterprise-wide to ensureย timelyย andย accurateย resolution of member-impacting issuesย
- Provide clear and professional written and verbal communication
Support Team Success & Continuous Improvement
- Participate in special projects andย additionalย duties as assigned by managementย
- 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 an
- operating platformsย required
- Strong attention to detail with a focus on accuracy and riskย awareness
- Solid understanding of banking regulations, including Reg E, Reg Z, and the Card Act
- Ability to learn and maintainย 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
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