Card Operations Specialist I

Why Broadway Bank:

We are one of the largest independently owned banks in Texas with offerings in personal and private banking, wealth management, business banking and mortgage lending.

Position Overview:

The Card Operations Specialist I is responsible for performing a variety of essential duties within the Card Operations Department. This role requires comprehensive cross-training and participation in job rotations within the broader Deposit Operations department. The position demands meticulous attention to detail, a strong understanding of banking operations, and the ability to provide excellent customer service while adhering to regulatory requirements and internal policies.

Essential Functions:

• Order Visa Debit cards through the Fiserv Signature and Fiserv EFT systems for outsourced production.
• Process incoming expedite requests for debit cards, ensuring timely delivery.
• Maintain and document all EFT, ATM, and Visa network disputes using the Centrix application, including thorough documentation of research findings and actions taken.
• Perform chargeback duties, including maintaining a tickler file, following up on disputes, conducting research, and mailing timely dispute decision letters.
• Ensure customer disputes are researched and resolved in compliance with Visa, Federal, and other applicable Network regulations and internal timelines.
• Complete online BTE entries for all general ledger transactions.
• Monitor, research, and process account clearing items daily for debit card suspense, cash advance, and internal clearing accounts.
• Monitor Visa Cams reports, reorder and track replacement cards as needed, and follow up with customers, including sending accompanying letters.
• Utilize Tranblocker, Case Tracker, and the EnFact Fraud Detection System to proactively reduce ATM/Debit Card fraud.
• Analyze Brute Force Attack activity across all debit card transactions and monitor Centrix application reports for fraud trends and suspicious activity.
• Investigate alerts from the FCRM system, analyze transactions for fraud, and open cases as required by procedure.
• Assist law enforcement and postal inspectors with investigations related to customer fraud, including forgeries, check kiting, embezzlements, counterfeit checks, and ID theft.
• Assist internal and external customers, banking centers, and merchants with debit card research and resolution.
• Conduct outbound or follow-up calls to ensure customer satisfaction and resolve issues promptly.
• Deliver exceptional service to customers, ensuring their needs are met efficiently.
• Maintain a comprehensive knowledge of products and systems relevant to Card Operations.
• Ensure all transactions comply with operational, technical, and regulatory requirements.
• Balance Visa activity against internal and external reports.
• Review and maintain various daily and monthly reports and documentation, ensuring accuracy.
• Upload and archive documents for Card Operations in the image archive system, ensuring quality control.
• Respond to support tickets or phone calls related to the duties listed above.
• Participate in other duties as assigned, including learning and assisting other workstations within the department and supporting special projects.
• This position may require travel within the Bank's geographic area.

Experience & Education:

• Minimum of 2 years of experience in bank operations, financial services, or a related field.
• Experience with general ledger and account reconciliations is required.
• High School diploma or equivalent is required.

Skills & Qualifications:

• Strong organizational skills with a keen eye for detail.
• Self-motivated with the ability to learn quickly and adapt to new processes.
• Excellent verbal and written communication skills.
• Professional presentation skills and the ability to interact effectively with various stakeholders.
• Ability to work both independently and collaboratively in a team environment.
• Capacity to work under pressure and prioritize tasks effectively.
• Ability to manage multiple priorities simultaneously.
• Pleasant, friendly, and approachable demeanor.
• Strong functional and technical skills, particularly in banking systems.
• Proficiency in Microsoft Office Suite.

Other Requirements:

• Understanding of applicable bank regulations and complex transactions.
• Ability to maintain confidentiality and integrity in handling sensitive information.
• Requires the ability to lift, carry, push, pull weights or otherwise move objects weighing as much as 10 lbs. on a regular basis and/or for extended periods of time during the workday.
• Occasional overtime or extended hours may be required.

We're a culture that offers resources to benefit your overall health and well-being:

• Employee Impact Groups
• Career Development and Mentorship Programs
• Generous paid time off, minimum 4 weeks
• Employee recognition, awards, and events
• Free vision insurance
• Retirement matching
• Tuition reimbursement

This job description is not designed to be a comprehensive listing of duties, responsibilities, or activities that are required for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Broadway Bank is proud to be an Equal Opportunity and Affirmative Action Employer. Broadway Bank is a drug-free and tobacco-free workplace, with a nicotine-free hiring policy. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic data or other legally protected status.
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