Card Operations Representative

Golden 1 Credit Union•Sacramento, CA

5d•Hybrid

About The Position

This role provides reliable frontline operational support by delivering accurate, timely, and professional servicing for credit and debit card programs. The representative ensures internal partners receive the necessary information and resolutions to effectively support members across all service channels. This is a detail-oriented and service-driven operations professional who applies technical knowledge, sound judgment, and strong communication skills to research, resolve, and document card-related inquiries while maintaining compliance, data integrity, and member satisfaction. The role involves collaboration across teams and systems to support daily production, resolve routine card servicing issues, and contribute to operational efficiency by following established procedures, escalating risks appropriately, and continuously building knowledge of card products, processes, and regulations.

Requirements

H.S. Diploma or General Education Degree (GED) or equivalent required
2+ years in credit/debit card operations or financial services required
2+ years of customer service experience, ideally in banking, call center, or financial operations.

Responsibilities

Execute daily production tasks including general accounting, accurate transaction posting, reconciliation, and general ledger maintenance to ensure timely and compliant balancing within established guidelines.
Maintain working knowledge of applicable state and federal regulations, including BSA/AML requirements, and apply them appropriately when completing card-related servicing tasks.
Respond promptly, professionally, and accurately to internal staff inquiries, via chat, email, or phone, regarding credit and debit card accounts, transactions, card features, and promotional programs.
Research and resolve servicing requests such as card orders, balance transfers, stop payments, fee adjustments, payment reversals, ATM deposit corrections, authorized user updates, general ledger out-of-balance items, escalating cases when necessary.
Process check copy requests and returned item adjustments utilizing the Velera network, ensuring accuracy and adherence to operational controls.
Handle routine chargebacks and good-faith adjustments in coordination with external financial institutions, following established procedures and timelines.
Initiate payment requests to Accounts Payable for merchant credits related to closed or adjusted accounts, ensuring correct documentation and tracking.
Review and validate data-change reports and apply appropriate security and verification protocols to maintain data integrity.
Educate internal staff on card features, decline codes, card functionality, member-impacting processes, and best practices for account management.
Collaborate with cross-functional teams such as Branch Support, Business Member Support, Fraud, Lending, Member Services, and external vendors to resolve servicing issues and ensure smooth operational workflows.
Remain current on industry trends, regulatory changes, and card network updates to ensure operational accuracy and proactive awareness of changes impacting daily production.
Participate in all required compliance, policy, and regulatory training, including completion of recurring online learning modules.
Utilize key operational systems, including Client Central, DataSafe, Verafin, LoansPQ, eSign+, CW3, and Microsoft Office Suite, while maintaining accuracy, confidentiality, and audit readiness.
Perform additional production activities as assigned, demonstrating flexibility, adaptability, and commitment to meeting department service levels.
Monitor and promptly escalate high-volume, unusual, or suspicious activity within reconciliation and settlement accounts.
Prepare, track, and respond to correspondence with financial institutions regarding reconciliation items, outstanding adjustments, or research inquiries.
Maintain up-to-date desk procedures and reference documentation, ensuring accuracy, clarity, and alignment with current operational workflows.