Card Services Specialist I

Job Overview
The Card Services Specialist supports the day-to-day operations of the credit union’s card services. This role focuses on processing transactions, handling routine member inquiries, and performing basic fraud detection activities for both credit and debit cards. The Specialist ensures compliance with industry regulations and internal policies while providing excellent customer service. The Specialist will assist in maintaining a positive culture through clear communication, active listening, and proactive resolution for technological disruptions. They will maintain member and employee confidence and protect credit union operations by keeping all member and employee information confidential.

Responsibilities

• Handle routine member inquiries related to card services via phone, email and service ticketing systems.
• Appropriately identify complex issues that should be escalated to senior team members or the Card Services Director.
• Provide information on card features, benefits, and usage to members and member facing employees.
• Monitor fraud alerts and take appropriate actions to resolve and minimize financial loss to the credit union and its members.
• Monitor service queues for incoming requests and ensure task completion within established time frames (SLAs).
• Intake, submission and resolution of cardholder disputes within established limits and with supervision.
• Conduct basic cardholder maintenance such as; updating member information, creating and maintaining card records, (de)activating and reissuance of cards.
• Ensure all activities comply with relevant regulations and internal policies.
• Maintain accurate records of transactions and member interactions.
• Collaborate with team members to achieve exceptional member and employee experiences in all interactions with Card Services.
• Serve as a communication channel between members, TFCU employees, and the Card Services Director regarding card services, products, features, and benefits. Share feedback, highlight recurring themes, and report on observed trends.
• Participate in and lead training sessions and team meetings.
• Perform other duties as assigned to support organizational goals.

Minimum qualifications:

• High school diploma or equivalent is required.
• 2 years of experience in an office or customer service setting.
• 1 year of experience in financial services.
• Experience with core banking and card management systems and software (e.g., CU*Base, Jack Henry & Associates)

Preferred qualifications:

• Associate’s degree in business administration, Finance, or related field, or equivalent combination of experience and education.
• 1 year of experience in the payments industry, card services or financial services operations.
• 6 months of experience in fraud detection and dispute resolution.

Job Type: Full-time

Pay: $23.00 - $26.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance
• Wellness program

Physical Setting:

• Office

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Weekdays

Supplemental Pay:

• Holiday pay

Work Location: In person

Salary : $23 - $26