Card Services Specialist

Position Summary: Card Services Specialist 1 is responsible for providing support and solutions for the credit union’s card products, including credit and debit cards. This entry-level position ensures smooth card operations by assisting members and internal teams, resolving issues, and maintaining compliance with regulations. The role requires attention to detail, excellent customer service, and a strong commitment to accuracy.

Essential Duties and Responsibilities

Member Relations (30%):

· Processing member deposits

· Handle member inquiries related to card services. Including activations, PIN resets, replacements, and fraud-related issues.

· Responds to member inquiries via phone, mail or electronic means (third party portal)

· Provide guidance on disputed transactions, lost or stolen cards, and unauthorized activity.

· Educate members on card security, benefits and how to maximize card features.

Card Operations and Maintenance (50%):

· Process card orders, replacements, renewals, and status updates.

· Monitor daily card activity reports to identify and resolve issues such as potential fraud or system errors.

· Process ATM Error reports following Reg E requirements and follow up with branches for any out-of-balance conditions.

· Troubleshoot issues related to card declines, transaction errors, or system outages.

· Balance corporate check totals

· Logging cashier’s checks

· Perform other duties as assigned

Fraud and Risk Management (20%):

· Troubleshoot Assist in detecting and mitigating fraud by monitoring card activity and investigating suspicious transactions.

· Collaborate with fraud prevention teams and vendors to resolve incidents effectively.

· Ensure compliance with card security standards, including credit union policies.

· Ensure compliance with applicable regulations such as Regulation E, Regulation Z, and network-specific requirements.

· Stay updated on changes in card products, technologies, and industry best practices.

Required Knowledge, Abilities, and Education:

• Accurate keyboard skills and familiarity with 10-key calculator
• Effective oral and written communication skills
• Effective listening skills
• Well organized
• Effective people skills
• Easily adaptable to a fast-paced environment
• Experience in financial services, customer service, or related fields is a plus.
• Familiarity with card networks (VISA, MasterCard) and transactions is a plus.

Beneficial Education and Experience:

• High School Diploma
• Bilingual (Spanish) helpful

Physical Factors:

• Prolonged sitting throughout the workday with occasional mobility required.
• Corrected vision within the normal range.
• Hearing within normal range. A device to enhance hearing will be provided if needed.
• Ability to lift 15 lbs. as may be required.
• Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.

Job Type: Full-time

Pay: $20.60 - $27.56 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) 5% Match
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid training
• Referral program
• Tuition reimbursement
• Vision insurance
• Wellness program

Physical Setting:

• Office

Schedule:

• Weekdays

Supplemental Pay:

• Holiday pay
• Overtime pay

Ability to Relocate:

• Santa Rosa, CA 95401: Relocate before starting work (Required)

Work Location: In person

Salary : $21 - $28