Card Services Specialist II

Navigant Credit Union•Lincoln, RI

About The Position

The Card Services Specialist II performs a variety of back-office functions for Card Services, covering credit union card products, Mastercard debit and credit cards, and ATM and IBK terminals. The role processes disputes and charge-off packages in accordance with Regulations E and Z; handles IBK transaction matters, card maintenance, exception postings, returned cards, card-denial troubleshooting, and settlement and payment-processing activities for the credit card portfolio. It also supports cardholder servicing, including credit-limit maintenance. The position supports customer account maintenance and servicing, monitors deposit accounts and card transactions for unusual activity, reviews third-party alerts, recommends actions based on fraud trends, escalates potential fraud, and facilitates card reissuance when applicable. The specialist also provides coverage for other Card Services Specialists as needed. Additional duties include overseeing dispute and fraud case management, monitoring fraud strategies and loss trends, reconciling and settling general ledger accounts, maintaining documentation quality, responding to member and staff inquiries, supporting audits and system testing, and assisting with onboarding and refresher training. The role requires staying current with relevant regulations and network rules. Travel may be required.

Requirements

High school diploma or GED required.
Minimum of 5 years of financial institution operations experience required.
Prior experience in a call center/contact center or client-facing banking environment required.
Knowledge of deposit account regulations and compliance requirements, including applicable Mastercard regulations for debit and credit card programs, required.
Excellent verbal, written, telephone, and interpersonal communication skills; 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 and changing priorities simultaneously and work independently.
Demonstrated analytical, organizational, problem-solving, and time-management skills.
PC proficiency, including Microsoft Office (Word, Excel, Teams, and PowerPoint) and internet use.
Travel may be required.

Nice To Haves

Some college-level accounting courses desired.
Two or more years of Card Services experience preferred.
Prior experience in fraud or non-fraud claims back-office investigations preferred.

Responsibilities

Monitor and process fraud alerts and trends in accordance with internal risk policies and third-party requirements; collaborate with Risk and Security to restrict or close suspect cards.
Oversee the Dispute Expert case-management solution and work with Fiserv Card Services on case management and dispute-package processing.
Monitor Enfact cases, close cases, investigate potential trends, and liaise with the Fiserv Risk analyst on investigations, trends, member notification, and remediation.
Oversee fraud strategy rules to keep the credit union current with trends and regulatory changes.
Track debit-card, credit-card, ATM, and IBK general ledger losses and provide monthly updates to management on loss patterns and growth.
Process on-us disputes and Regulation E chargeback entries following due diligence and research; apply provisional credit as needed and document entries in the Access Database.
Monitor and manage general ledger reconciliation, settlement, and adjustments, including posting adjustments to member and nonmember accounts.
Perform quality control for digital storage of documentation related to card settlement, charge-off packages, ATM/IBK settlement, and payment processing.
Respond to questions and provide information to internal and external members upon request.
Perform Card Services administrative tasks to ensure card issuance meets quality standards and exclusions are followed; process card orders and rush orders, credit-limit maintenance, and funds to secure cards in accordance with procedures and controls.
Assist with Deposit Operations (Card Services) audits, including annual risk assessments.
Assist in testing new core system applications and modules and releases for existing modules, including release management and new products and services.
Collaborate with Learning and Development on new-hire onboarding and refresher training for Operations functions.
Stay current with applicable federal and state regulations and requirements, including Reg E, Reg Z, Reg CC, TISA, Accel network rules, Visa mandates, and legislation affecting credit union programs.
Perform other operations and clerical duties as assigned by the Card Services Manager and/or First Vice President of Operations.
Perform the functions of other Card Services Specialists when staffing coverage is required.