Card Services Specialist II

Navigant Credit Union•Lincoln, RI

About The Position

The Card Services Specialist II performs a range of back-office functions for Card Services, covering Mastercard debit and credit cards, ATM and IBK terminals, and related credit union card products. The role processes disputes and charge-off packages in accordance with Regulation E and Regulation Z; handles IBK transactions, card maintenance, exception posting, card-denial troubleshooting, and returned cards; and supports credit card settlement and payment processing, accrued interest, uChoose Rewards, credit limit maintenance, and cardholder servicing. The position supports customer account maintenance and servicing, monitors deposit accounts and card transactions for unusual activity, reviews alerts and fraud trends, and escalates potential fraud for investigation and remediation. It also supports card reissuance, dispute case management, general ledger reconciliation and settlement, documentation quality control, card issuance, audits, application testing and release management, and staff onboarding and refresher training. The specialist must keep current with applicable regulations, network rules, and legislation, and may perform other operations and clerical duties as assigned.

Requirements

High school diploma or GED required.
At least 5 years of financial institution operations experience required.
At least 2 years of Card Services experience preferred.
Prior call center, contact center, or client-facing experience in the banking industry 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 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 and changing priorities simultaneously and to work independently.
Demonstrated analytical, organizational, problem-solving, and time-management skills.
PC proficiency, including Microsoft Word, Excel, Teams, PowerPoint, and the Internet.
Travel may be required.

Nice To Haves

Some college-level accounting coursework desired.
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 cards suspected of fraud.
Oversee the Dispute Expert application and case management, partnering with Fiserv Card Services on case processing and charge-off packages.
Monitor Enfact cases, close cases, and investigate potential trends.
Liaise with the Fiserv risk analyst on investigations, trends, member notifications, 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.
Process on-us disputes and Regulation E chargeback entries based on research and due diligence.
Apply provisional credits when necessary and document entries in the Access Database.
Monitor and manage general ledger reconciliation, settlement, and adjustments to member and nonmember accounts.
Perform quality control for digital storage of card settlement, charge-off, ATM/IBK settlement, and payment-processing documentation.
Respond to questions and provide information to internal and external members upon request.
Process card orders and rush orders, maintain credit limits, and handle funds to secure cards in accordance with procedures and controls.
Ensure card issuance meets quality standards, card exclusions are followed, and replacement card orders are completed.
Assist with Deposit Operations (Card Services) audits, including annual risk assessments.
Assist with testing new core system applications and modules and releases of existing modules, including release management and new products or services.
Collaborate with Learning and Development on new-hire onboarding and refresher training for Operations functions.
Stay current with applicable federal and state regulations, network rules, 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 duties of other Card Services Specialists when staffing coverage is needed.