Card Services Rep II

Financial Partners Credit Union • Downey, CA

2d

About The Position

The Card Services Representative II provides customer service and support for credit and debit card products. The role handles complex customer inquiries, resolves disputes, and explains card features, transactions, and policies. It requires knowledge of card services operations, compliance standards, and fraud prevention to support customer satisfaction and protect the institution’s assets. The representative works with customers and internal departments to resolve issues promptly, maintain positive relationships, and support the card services team’s operational efficiency.

Requirements

• High school diploma or equivalent.
• At least 2 to 3 years of experience in financial services and/or a card services environment.
• Strong knowledge of credit and debit card products, transaction processing, and dispute resolution procedures.
• Excellent verbal and written communication skills.
• Proficiency with computer systems and customer relationship management (CRM) software.

Nice To Haves

• Associate’s degree or higher.
• Experience working in a credit union or bank card services department.
• Familiarity with regulatory compliance standards such as PCI DSS and the Fair Credit Billing Act.
• Bilingual abilities, especially in Spanish.
• Certification in customer service or financial services, such as Certified Card Services Professional.
• Demonstrated ability to handle high call volumes while maintaining quality and accuracy.
• Problem-solving and multitasking skills, with attention to detail and professionalism.

Responsibilities

• Respond promptly and professionally to customer inquiries about card accounts, transactions, and services by phone, email, or chat.
• Investigate and resolve card disputes, fraudulent activity, and billing errors in accordance with company policies and regulatory requirements.
• Explain cardholder agreements, fees, rewards programs, and security features to customers.
• Collaborate with fraud prevention, collections, technical support, and other internal teams to resolve complex issues.
• Maintain accurate records of customer interactions, transactions, and case resolutions using CRM and tracking systems.

What This Job Offers

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