Card Services Specialist

The Card Services Specialist is responsible for the daily operational support of debit and ATM card services, Zelle monitoring, fraud dispute processing, and plastic card account maintenance. This position ensures compliance with Regulation E and all applicable credit union policies while delivering responsive and professional service to members.

The Specialist serves as a key resource in card processing, fraud mitigation, dispute resolution, and member education related to card and digital payment services.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

Member Service & Transaction Support

Answer telephone inquiries and process financial transactions in a courteous and efficient manner.

Research and resolve member inquiries regarding account statements, disputes, and monetary adjustments.

Assist members with plastic card recovery after theft or loss.

Cross-sell other credit union services when appropriate.

Maintain a thorough working knowledge of credit union history, philosophy, policies, and procedures.

Card Operations & Account Maintenance

Process credit, debit, and ATM card applications according to credit union policy.

Assist members in opening new plastic card accounts.

Input and maintain information on new and existing plastic card accounts.

Process file maintenance requests including:

Replacement cards

PIN requests

Card reissues

Account updates as applicable

Provide plastic card security reports for the credit union.

Review and evaluate card applications and make approvals or denials in accordance with established policy.

Review and advise on authorizations that exceed established limits.

Fraud Monitoring & Regulation E Compliance

Analyze, monitor, and track all card and Zelle fraud disputes in accordance with Regulation E.

Monitor and balance Zelle transactions.

Research and resolve fraud claims within required regulatory timelines.

Coordinate documentation collection and case tracking to ensure compliance.

Maintain accurate records of provisional credits, final determinations, and dispute outcomes.

Assist with card security reviews and fraud trend analysis.

Reconciliation & Controls

Balance to associated general ledger accounts.

Reconcile and balance daily banking account settlements.

Assist with internal reporting related to card activity and fraud trends.

Ensure compliance with rules and regulations governing plastic cards and electronic transactions.

QUALIFICATIONS

Education & Experience

High school diploma or equivalent required.

1–3 years of experience in financial services, card services, or fraud processing preferred.

Experience with debit/ATM card systems and electronic payments strongly preferred.

Knowledge & Skills

Working knowledge of Regulation E and electronic funds transfer rules.

Strong analytical and investigative skills.

Ability to manage multiple fraud cases simultaneously while meeting regulatory deadlines.

Strong attention to detail and documentation accuracy.

Effective written and verbal communication skills.

Ability to handle sensitive and confidential information.