Card Services - Card Services Specialist

Metro Credit Union•Chelsea, MA

2d•$47,000 - $63,000•Hybrid

About The Position

As a Card Services Specialist, you play a key role in delivering a seamless and secure experience for our members across all credit, debit, and ATM/ITM operations. You’ll serve as a trusted problem-solver, process expert, and partner to both our members and internal teams. This role is ideal for someone who thrives in a fast-paced environment, enjoys investigative work, and is passionate about providing exceptional service

Requirements

High school diploma or equivalent preferred.
2+ years of experience in banking, card operations, or financial services strongly preferred.
Experience with debit/credit card processing systems and operational platforms.
Strong attention to detail with a focus on accuracy and risk awareness.
Basic understanding of banking regulations, including Reg E, Reg Z, and the Card Act.
Excellent verbal and written communication skills.
Ability to work independently, prioritize effectively, and remain focused under pressure.
High comfort level with technology and frequent computer use.
Problem-solving mindset with curiosity and initiative.

Responsibilities

Be the Go-To Expert Act as a subject matter expert for branch teams and internal partners, helping troubleshoot card, terminal, and transaction issues. Support escalated inquiries, providing clear, timely, and accurate guidance.
Keep Card Operations Running Smoothly Review and process daily and monthly card operations reports including card issuance, unposted transactions, address changes, and regulatory compliance items. Complete daily ATM settlement balancing and assist Accounting with required adjustments. Monitor ATM deposit activity for potential fraud and coordinate promptly with our Fraud team.
Investigate & Resolve Member Issues Work with our card processor to research and resolve card and ATM transaction disputes. Ensure adherence to Card Act, Visa regulations, Reg E, Reg Z, and internal policies. Open and manage cases with the card processor, updating records and troubleshooting system errors as needed. Completes timely and accurate execution of the card dispute workflow, ensuring compliance with Regulation E, including interview and intake, transaction research, chargeback processing, merchant responses, applicable monetary credit posting, member communication, and troubleshooting.
Support Cross-Functional Communication Manage incoming contact events, ATM eForms, and interdepartmental emails throughout the day. Collaborate with colleagues enterprise-wide to ensure timely resolution of member-impacting issues.
Contribute to Team Success Support special projects or additional duties as assigned. Demonstrate adaptability as processes, technologies, and member needs evolve.

Benefits

Health, Dental, and Vision coverage for employees working minimum of 20 hours/week; Metro provides assistance toward premiums and copays and provides 100% coverage on prescription copays.
All staff eligible for annual bonus and annual (vesting) retention bonus
3 weeks paid vacation per year; 11 paid holidays
401(k) with matching plan and Safe Harbor Plan – Metro contributes 3% regardless of your contribution
Wellness Incentives; Employee Assistance Program; Flexible Spending Account; Prescription Drug program and range of voluntary benefits (LTD, STD, AD&D); access to no-interest loans; $150/Quarter reimbursements for wellness and lifestyle expenses
Discounts on Pet Insurance
Strong growth opportunities – attain your long-term career goals at Metro
Individual Development Plans
Position-related or job-related tuition assistance (1 year eligibility)
Superb in-house training programs
Growing, dynamic environment with a strong culture and exceptional team of co-workers