Card Services Rep II

Financial Partners Credit Union • Downey, CA

9d

About The Position

The Card Services Representative II plays a critical role in delivering exceptional customer service and support related to credit and debit card products. This position is responsible for managing complex customer inquiries, resolving disputes, and providing detailed information about card features, transactions, and policies. The role requires a thorough understanding of card services operations, compliance standards, and fraud prevention measures to ensure customer satisfaction and protect company assets. The Card Services Rep II acts as a liaison between customers and internal departments to facilitate timely issue resolution and maintain positive relationships. Ultimately, this position contributes to the overall success of the card services team by enhancing customer experience and supporting operational efficiency.

Requirements

• High school diploma or equivalent required
• Minimum of 2 years experience in a banking or card services environment.
• Strong knowledge of credit and debit card products, transaction processing, and dispute resolution.
• Excellent verbal and written communication skills.
• Ability to work in a fast-paced environment while maintaining attention to detail and accuracy.
• Strong problem-solving abilities and attention to detail are essential for investigating disputes and identifying potential fraud.
• Effective use of CRM and data entry tools supports accurate documentation and follow-up actions.

Nice To Haves

• associate degree or higher preferred
• Experience with card services software and CRM systems.
• Familiarity with regulatory requirements such as PCI DSS and consumer protection laws.
• Previous experience in fraud detection and prevention.
• Proficiency in data entry and case management tools.
• Additional certifications related to banking or card services.
• familiarity with regulatory standards and specialized software, enhance the representative's capability to ensure compliance and streamline case management.

Responsibilities

• Respond promptly and professionally to customer inquiries regarding card accounts, transactions, billing, and disputes via phone, email, or chat.
• Investigate and resolve complex card-related issues, including fraud alerts, unauthorized transactions, and account discrepancies.
• Educate customers on card features, benefits, and security protocols to promote responsible card usage and prevent fraud.
• Collaborate with internal teams such as fraud prevention, billing, and compliance to ensure accurate and timely resolution of customer concerns.
• Document all customer interactions and case details accurately in the system to maintain comprehensive records and support audit requirements.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED