Card Services Representative
About The Position
The Card Services Representative is responsible for handling member inquiries related to credit, debit, and ATM cards through various channels like phone, email, and internal applications. Key duties include assisting members with card activation, PIN setup, and usage, as well as resolving complaints concerning card transactions, lost/stolen cards, fraud, and unauthorized charges. This role also involves processing new card applications, renewals, and replacements, monitoring accounts for suspicious activity, and managing card limit adjustments and account updates. The representative will manage instant issue card stock, settle and balance ATM/ITM machines, and handle reject and exception items. A significant part of the role is managing cardholder disputes, which includes investigating transaction errors, liaising with card networks and financial institutions for resolution, and ensuring timely reimbursements. The position requires strict adherence to credit union policies, procedures, regulatory requirements, and security protocols for sensitive member information.
Requirements
- High school diploma or equivalent.
- General credit union operational procedures to include but not limited to credit card terms and conditions, basic accounting principles; loan processes and procedures; member services, member accounts, e-branch/e-statements, ATM and debit cards.
- Ability to adhere to BayPort Credit Union’s Core Values: Integrity, Be Bold, Compassion, Diversity, Innovation, It’s On Me, and One Team.
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities and attention to detail.
- Proficiency in using computer systems and software relevant to card services.
- Ability to work independently and as part of a team.
Nice To Haves
- Any relevant certifications (e.g., in fraud prevention or card services, word & excel).
- Previous experience in a financial institution, particularly in card services or member services.
Responsibilities
- Respond to member inquiries regarding credit, debit, and ATM cards via phone, email & internal applications.
- Assist members with card activation, PIN setup, and usage instructions.
- Address and resolve member complaints and issues related to card transactions, including lost/stolen cards, fraud, and unauthorized charges.
- Process new card applications, renewals, and replacements.
- Monitor cardholder accounts for unusual or suspicious activity and take appropriate action.
- Assist with card limit adjustments, account updates, and other card-related requests.
- Inventory instant issue debit, gift, reloadable card stock, and provides support staff with instant issue branch system.
- Settle and balance ATM/ITM machines, debit and/or ATM, identify/post reject and exception items.
- Utilize all Credit Union procedures and computer tools to create and generate reports and correspondence.
- Handle cardholder disputes by investigating and resolving transaction errors or unauthorized charges.
- Liaise with card networks, vendors, and other financial institutions to resolve disputes and ensure timely reimbursement to members.
- Maintain accurate records of disputes and resolutions.
- Ensure all card services activities comply with credit union policies, procedures, and regulatory requirements.
- Adhere to security protocols for handling sensitive member information.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
1-10 employees
