Card Services Specialist

MAX Credit Union•Montgomery, AL

About The Position

At MAX Credit Union, we believe in making banking simple, acting with integrity, and delivering dependable service to our members. As the Card Services Specialist III, you play a critical role in supporting the daily operations of the Card Services Department by ensuring accuracy, compliance, and a seamless member experience. This highly technical, process-driven role goes beyond routine card servicing—it requires analytical problem-solving, sound judgment, and deep expertise in card systems and dispute processes. Serving as a subject-matter expert and mentor, the Specialist III collaborates with internal teams, vendors, and stakeholders to resolve complex issues, drive continuous improvement, and uphold MAX’s commitment to exceptional service and operational excellence. We value our team and offer a competitive benefits package that includes: Comprehensive health and dental coverage 200% employer 401k match! Access to pharmacy and wellness programs Supportive work environment with recognition for outstanding service and more! Role: The Card Services Specialist is responsible for the day-to-day operations of the Card Services Department, ensuring operational accuracy, regulatory compliance, and member satisfaction. This role is highly technical and process-driven, requiring analytical problem-solving, methodical decision-making, and a deep understanding of card systems and dispute processes. The Specialist III also serves as a subject matter expert and mentor, coordinating efforts between internal teams, vendors, and stakeholders to ensure seamless service delivery.

Responsibilities

Demonstrates full proficiency and provides backup support in all tasks performed by Card Services.
Maintains expert-level knowledge of MAX Credit Union’s card programs and related processing systems.
Exercises sound judgment and independent decision-making to resolve escalated or complex card-related issues, including irate member situations and high-impact operational anomalies.
Performs detailed data analysis to proactively identify transaction discrepancies, system errors, or emerging trends; engages vendors and internal partners to resolve issues efficiently and effectively.
Manages end-to-end cardholder dispute processes, including research, documentation, provisional credit decisions, and final resolution, in accordance with internal policy and regulatory standards.
Processes daily adjustment reports, posts corrections to member accounts, and generates accurate journal entries in collaboration with the Accounting Department.
Conducts monthly reviews of all pending disputes to ensure timely and complete resolution of all open cases.
Ensures accurate and timely response to all Visa and neural network alerts, fraud notifications, and dispute-related escalations.
Responds promptly and professionally to inquiries from members and internal teams regarding card transactions, disputed charges, and system functionality via email, ticketing systems, and phone calls.
Applies critical thinking and a problem-solving mindset to handle outlier situations, escalate complex issues to third-party vendors, and propose process improvements to leadership.
Triages and resolves all incoming help desk tickets for debit, credit, and ATM cards in a timely and structured manner.
Leads or participates in departmental Continuous Improvement initiatives by identifying inefficiencies, documenting procedures, and implementing updated processes.
Engages in cross-training and job sharing across the department and organization to support organizational agility and continuity.
Maintains a member first mindset.
Upholds core values and builds team member and customer relationships.
Completes all training as required.
Performs other duties as assigned.