Card Services Specialist

Capital Credit Union•Ashwaubenon, WI

8h•Hybrid

About The Position

Uphold the Credit Union’s mission of ‘We do the right thing—one member, one employee, and one experience at a time—to strengthen the communities we serve,’ by serving as a steward of the Credit Union’s assets and our members through card services, research, and collaboration. This role ensures card functionality operates at its highest level while maintaining compliance and delivering a top of wallet member experience. Additional responsibilities include providing card related support to members and internal teams.

Requirements

High school diploma required; technical school or some college training preferred.
Three to six months of experience in transaction processing or related banking functions.
1 year of excellent Customer Service experience.
Well-versed in deposit accounts, deposit operations, and compliance, acquired through coursework or on-the-job experience.
Exercises independent judgment within established procedures and escalates higher-risk or complex issues as appropriate.
Ability to troubleshoot and provide actionable recommendations.
Proficiency in operating core computer systems, document archive systems, email platforms, and software like Word and Excel.
Attention to detail and strong analytical abilities to research and resolve complex issues.
Effective communication and interpersonal skills to handle member interactions professionally in stressful situations.
Ability to exercise independent judgment and decision-making when addressing member concerns

Nice To Haves

Knowledge of ATM network preferred.

Responsibilities

Review and process daily card orders.
Monitor exceptions, declines, and unusual activity.
Research posting issues, reversals, and adjustments.
Support settlement and balancing activities, as needed.
Review fraud alerts and take appropriate action (blocking cards, reissuing).
Partner with Fraud team on investigations and escalations.
Assist with fraud related documentation and member communication.
Ensure timely response to suspected or confirmed card fraud.
Provide card related support to branches, contact center, and members.
Resolve issues related to: Declines, Merchant disputes, Travel notifications, Card limits and controls
Ensure compliance with: Regulation E (debit cards), Regulation Z (credit cards), Network rules (Visa, Mastercard, etc.)
Follow documented procedures and control requirements
Maintain audit ready documentation and case notes.
Support internal audits, exams, and regulatory requests.
Work within card processing platforms and related systems.
Coordinate with vendors for: Card production issues, Network disputes, System outages or file issues.
Escalate technical or operational issues as needed