Card Services Specialist I

Navigant Credit Union•Lincoln, RI

About The Position

The Card Services Specialist performs operational and administrative functions for the credit union’s Mastercard debit and credit card products, ATM and IBK terminals, and related transactions. The role handles card maintenance, disputes and charge-off packages in accordance with applicable regulations, returned cards, transaction settlement, and payment processing for the credit card portfolio. It also monitors deposit accounts and card transactions for unusual activity, reviews fraud alerts and trends, and escalates potential fraud matters, including facilitating card reissuance when applicable. The specialist supports members and internal colleagues with debit and credit card program questions, completes quality-control and account-maintenance work, manages card inventory, and contributes documentation for audits and risk assessments. The position keeps current with relevant regulations, network rules, and legislation affecting the credit union’s card programs, and performs other duties as assigned by the Card Services Manager and/or First Vice President of Operations.

Requirements

High school diploma or GED equivalent.
At least two years of financial institution operations experience.
Demonstrated knowledge of Mastercard regulations and compliance requirements.
Excellent verbal, written, telephone, and interpersonal communication skills, including the ability to communicate clearly, listen carefully, and ask clarifying questions.
Strong member/customer-service orientation aligned with the credit union’s mission and core values.
Experience working in a team-oriented, collaborative environment.
Ability to handle multiple tasks simultaneously and adapt to changing demands.
Ability to work independently.
Demonstrated analytical, organizational, problem-solving, and time-management skills.
PC proficiency, including Microsoft Office (Word, Excel, Teams, and PowerPoint) and the internet.

Nice To Haves

Some college-level accounting courses.
Two or more years of Card Services experience.
Prior experience in a banking-industry contact center or client-facing environment.
Prior experience with fraud or non-fraud back-office investigations.

Responsibilities

Handle daily card management tasks, including card orders and rush orders, embossing errors, account billing updater management, travel exclusions, credit limit management, and returned cards.
Monitor and manage general ledger reconciliation, settlement, and debit-related adjustments, including posting necessary adjustments to member and nonmember accounts.
Process on-us disputes and prepare and process Reg E and Reg Z chargeback entries based on research and due diligence; apply provisional credit when applicable and catalog the entry in the SOLV report.
Monitor Enfact cases, Tran blocker, and compromised-card alerts; notify cardholders, close cases, investigate potential trends, and support fraud-rule management.
Monitor card tokenization for Apple Pay, Google Pay, and Samsung Pay; download required information and obtain the daily cardholder provisioning report for automated member communications.
Perform card-services administrative tasks to support card-issuance quality-control standards, card-exclusion compliance, and replacement-card orders.
Order and oversee Mastercard debit and credit card inventory at the centralized storage facility, including plastic cards, inserts, and card sleeves.
Respond to member questions and provide information about debit and credit card programs to internal and external members.
Maintain and oversee accounts using daily quality-control reports in alignment with the credit union’s risk-management process.
Gather documentation for departmental audits related to Deposit Operations (Card Services), including completing annual risk assessments in WolfPAC.
Stay current on applicable federal and state rules, regulations, network rules, mandates, and legislation affecting card programs.
Perform other operations and clerical duties as assigned by the Card Services Manager and/or First Vice President of Operations.