Card Services Specialist I

Navigant Credit Union•Lincoln, RI

About The Position

The Card Services Specialist I performs a variety of functions involving credit union card products, including Mastercard Debit and Credit, and ATM and IBK terminals. The role processes charge-off packages and disputes in accordance with Reg E and Reg Z; handles IBK transactions, card maintenance, and exception postings; troubleshoots card denials; processes returned cards via U.S. mail; and settles transactions related to accrued interest, uChoose Rewards, and Credit Card portfolio payment processing. The specialist monitors deposit accounts and card transactions for unusual activity, reviews third-party alerts, escalates fraud-related matters, recommends action based on fraud trends, and facilitates card reissuance when applicable. The role also supports card issuance quality control, inventory management, member inquiries, account maintenance, audits, and compliance with applicable rules and regulations.

Requirements

High school diploma or GED required.
Minimum of two years of financial institution operations experience required.
Demonstrated knowledge of Mastercard regulations and compliance requirements required.
Excellent verbal, written, telephone, and interpersonal communication skills.
Ability to communicate clearly and precisely, listen carefully, and ask questions to clarify understanding.
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 conditions.
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 desired.
Two or more years of Card Services experience preferred.
Prior experience in a banking-industry contact center or client-facing environment preferred.
Prior experience with fraud or non-fraud back-office investigations preferred.

Responsibilities

Handle daily card management tasks, including order processing, rush orders, embossing errors, account billing updater management, travel exclusions, credit limit management, and returned cards.
Monitor and manage General Ledger reconciliation, settlements, and adjustments related to Debit, including posting necessary adjustments to member and nonmember accounts.
Process on-us disputes; research and prepare Reg E and Reg Z chargeback entries; apply provisional credit when applicable; and catalogue entries in the SOLV report.
Monitor Enfact cases, Tran blocker, and compromised-card alerts; notify cardholders, close cases, and investigate potential fraud trends.
Monitor card tokenization for Apple Pay, Google Pay, and Samsung Pay, including daily downloading and obtaining of cardholder provisioning reports for the automated member communications process.
Perform administrative tasks to ensure card issuance meets quality-control standards, exclusions are followed, and replacement card orders are completed.
Order and oversee Mastercard debit and credit card inventory, including plastic, inserts, and card sleeves at the centralized storage facility.
Respond to inquiries and provide information to internal and external members about Debit and Credit programs.
Perform required account maintenance and oversight using daily quality-control reports in support of Navigant's risk management process.
Gather documentation for Deposit Operations (Card Services) audits, including completing annual risk assessments in WolfPAC.
Stay current on applicable federal and state rules and regulations, network rules, mandates, and legislation affecting credit union programs.
Perform other operations and clerical duties assigned by the Card Services Manager and/or First Vice President of Operations.