Card Services Specialist II

Apple Federal Credit Union•Fairfax, VA

2d•Onsite

About The Position

At Apple Federal Credit Union, we’re more than a financial institution; we’re a community-focused organization powered by passionate people. With 24 branches across Northern Virginia and a proud legacy of service, we’re committed to improving the lives of our members and the communities we serve. We believe our employees are our greatest asset. That’s why we foster a supportive workplace culture that values inclusiveness, innovation and growth. Whether you’re just starting out or advancing your career, you’ll find opportunities for professional development, mentorship and meaningful impact. Job Summary: Under general supervision and in accordance with established policies and procedures, the Card Services Specialist is responsible for supporting and executing the day-to-day activities of the Card Services department, with a primary focus on investigating, processing, and resolving member disputes related to ATM, debit card, and credit card transactions. This role ensures timely, accurate, and compliant dispute resolution while minimizing organizational risk and maintaining adherence to regulatory requirements, including Regulation E, Regulation Z, and applicable card network rules. The Card Services Specialist delivers exceptional member service and serves as a key contributor to the integrity and efficiency of dispute operations. In addition, this position supports departmental operations, maintains and updates procedural documentation, and collaborates with internal teams and external partners to ensure service standards are consistently met. The Card Services Specialist performs all duties in alignment with The Apple Way principles: Team Up, Serve With Purpose, Challenge Yourself, and Own It. The role requires ongoing adherence to credit union policies and procedures, as well as all applicable federal and state laws governing debit and credit card services within the United States. Performs other duties as assigned by the Director of Card Services and/or the AVP of Payments

Requirements

Minimum of two years of experience in a financial institution required, preferably in Card Services or dispute operations. Knowledge of Regulation E and Regulation Z required. Experience with Symitar, Quick Assist, Host Link, and Visa systems preferred
A high school education or GED
Work involves frequent interaction with individuals both inside and outside the organization for first-level resolution, relationship building, and securing cooperation. Discussions require a high degree of confidentiality and discretion, demanding diplomacy, professionalism, and tact in communication. Strong communication and active listening skills with the ability to clearly explain complex information. Proven ability to build relationships and collaborate with internal and external partners to achieve resolution. Demonstrates professionalism, sound judgment, and a service-oriented mindset when handling sensitive matters, along with strong conflict resolution skills
Strong verbal and written communication skills. Excellent organizational, analytical, and decision-making abilities. High attention to detail and accuracy when reviewing transactions and documentation. Effective time management and ability to manage multiple priorities. Proven ability to research and resolve out-of-balance or complex issues Working knowledge of card processing procedures, regulations, and dispute claim requirements
Ability to lift 25lbs and utilize standard office equipment including, but not limited to, PC, fax, copier, telephone, etc
Ability to work effectively within a financial institution environment

Responsibilities

Investigate and resolve member disputes related to ATM, Debit Card, and Credit Card transactions. Review transaction details, documentation, and supporting evidence to determine dispute validity. Process chargebacks and apply appropriate reason codes in accordance with Visa and applicable card network rules. Complete Regulation E and Regulation Z processing, including issuing and reversing provisional credits when applicable. Maintain accurate and detailed records of all dispute activity within case management systems, ensuring adherence to required timelines and service level agreements (SLAs). Document findings to support audits, compliance reviews, and reporting requirements. Ensure compliance with applicable federal and state regulations, including Regulation E and Regulation Z, card network rules, and internal policies and procedures. Identify trends, risks, and process gaps and escalate issues as appropriate. Monitor and reconcile general ledger (GL) accounts related to dispute claims
Serve as a primary point of contact for members, providing clear, empathetic, and professional support. Answer and support the Card Services Department Hotline. Provide guidance and support to internal staff regarding dispute-related inquiries. Communicate with merchants, financial institutions, and vendors to facilitate timely dispute resolution
Perform daily card-related operational tasks to support department workflow and service levels, including member account maintenance, help desk support, and service request processing. Process payments, adjustments, balance transfers, and returned mail, while maintaining accurate debit and credit card account records
Maintain and update departmental procedural manuals to ensure accuracy and completeness. Assist in developing new procedures and improving existing workflows. Identify opportunities to increase efficiency, reduce losses, and enhance the overall member experience
Participate in departmental and organizational projects in collaboration with Card Services Management and other departments. Support training and continuous improvement initiatives. Assist with the implementation of new products, services, and process enhancements to improve dispute handling and operational efficiency