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Position Summary

The Card Services Specialist provides operational support for Texas Tech Credit Union's debit card, credit card, digital wallet, and instant issuance programs. The position is responsible for day-to-day card administration, fraud case management, operational research, dispute support, exception processing, member and employee support, quality assurance activities, and program execution. The Specialist serves as a subject matter expert for card operations and supports the Card Services Manager in implementing strategic initiatives, product enhancements, reporting requests, and program improvements.

Duties & Responsibilities

• Uphold and promote Texas Tech Credit Union's core values of Trust, Respect, Excellence, Kindness, and Stewardship.
• Deliver exceptional service to members and employees, ensuring all interactions are professional, accurate, and member focused.
• Respond to member and employee inquiries via phone, email, and service ticketing systems.
• Perform daily review and maintenance of card exceptions, card maintenance queues, and operational reports.
• Administer card inventory, instant issuance inventory, card ordering processes, and card replacement activities.
• Monitor card program operational workflows to ensure timely completion, accuracy, and compliance.
• Research and resolve card processing exceptions and transaction posting discrepancies.
• Assist with settlement balancing, card network reconciliations, and operational reporting activities.
• Support digital wallet enrollment, token management, and related member support activities.
• Serve as an operational subject matter expert and escalation resource for card-related issues such as debit card and credit card inquiries, card functionality, card declines, account access issues, digital wallet concerns, and transaction-related questions.
• Assist with employee and member education on card features, benefits, digital wallet services, and security practices.
• Monitor card issuance activity, research returned cards, contact members with outdated contact information, and coordinate reissuance and delivery when necessary.
• Investigate fraud alerts, unconfirmed fraud cases, compromised card reports, and suspicious card activity. Contact members, document findings, maintain case records, and take appropriate action to mitigate card-related fraud risk.
• Assist with compromised card reissuance and account protection measures.
• Partner with Fraud Prevention and other internal teams to resolve fraud-related incidents, identify recurring fraud trends or control concerns, and escalate significant losses or emerging risks to the Card Services Manager.
• Process and support debit card and credit card disputes, chargebacks, representments, and related documentation in accordance with regulatory and network requirements.
• Maintain operational procedures, job aids, and process documentation while recommending updates and improvements to the Card Services Manager.
• Perform quality assurance reviews of card servicing activities to ensure consistency, accuracy, compliance, and member service standards.
• Identify operational risks, control deficiencies, processing errors, and workflow improvement opportunities.
• Assist with audits, examinations, compliance reviews, and information requests related to card services operations.
• Support implementation of card program enhancements, system upgrades, product launches, testing efforts, operational readiness activities, and post-implementation issue tracking as directed by the Card Services Manager.
• Assist with employee training and onboarding related to card products, procedures, and operational processes.
• Participate in departmental meetings, training sessions, and professional development opportunities.

Skills & Qualifications

• High school diploma or equivalent required; associate or bachelor's degree preferred.
• Minimum of 2 years of experience in a financial institution, preferably in card services, card operations, disputes, fraud support, or customer support role.
• Strong analytical, problem-solving, and organizational skills.
• Excellent communication and customer service skills.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook).
• Understanding of debit and credit card operations, including issuance, activation, transaction processing, disputes, fraud alerts, card maintenance, instant issuance, and digital wallet support.
• Familiarity with compliance and regulatory requirements in the financial industry.

This job description is intended to provide a high-level of general requirements for this position. It is not a complete statement of duties, responsibilities, or requirements. Other duties not listed here may be assigned as necessary to ensure proper operations.