Card Services Specialist

Merchants Bank • Winona, MN

1d • Onsite

About The Position

Merchants Bank in Winona is seeking a full-time Card Services Specialist for 40 hours per week. Hours vary to match department work hours and include a Saturday rotation. The position performs daily operational, administrative, accounting, customer-service, and support functions for the Bank’s credit and debit card programs, including cash advance equipment maintained at branch locations. It helps ensure transactions, payments, maintenance requests, reports, reconciliations, fraud responses, and customer inquiries are handled accurately, efficiently, and in accordance with applicable requirements.

The Specialist works with Card Services leadership, branch teams, Finance, Risk Management, and other business lines to resolve issues, support cardholders, maintain effective processes, and contribute to product, service, and operational improvements. The position requires strong communication, organization, accuracy, problem-solving, and prioritization skills, as well as the ability to adapt to changing systems, procedures, and customer needs. The role reports to the AVP/Director of Card Services and has regular contact with customers, branch employees, and staff members.

Requirements

• Two or more years of banking, card services, payment operations, accounting, customer service, or related financial-services experience.
• Strong analytical, accounting, organizational, problem-solving, and decision-making skills.
• Strong verbal, written, interpersonal, and customer service skills.
• Ability to work accurately with detailed information, manage multiple priorities, meet recurring deadlines, and follow through on open items.
• Ability to work independently and collaboratively and adapt to new systems, procedures, products, and service expectations.
• Ability to travel to Bank locations and customer or business meetings as needed.

Nice To Haves

• Knowledge of credit and debit card products, systems, operational processes, reconciliations, fraud practices, and applicable regulatory requirements.
• Experience working with card processors, service providers, or card networks.
• Bilingual English/Spanish.

Responsibilities

• Download, review, and process daily debit and credit card reports.
• Process credit card payments received by phone, email, and mail.
• Process credit and debit card maintenance requests and accurately document pertinent account information.
• Provide phone, email, and in-person customer service and online and mobile app support to credit and debit card customers.
• Research and resolve cardholder questions, transaction concerns, and service issues, escalating complex or sensitive matters appropriately.
• Respond to fraud concerns, complete required documentation, and follow established prevention, escalation, and resolution practices.
• Provide backup support for critical department functions, recurring activities, and Online Banking/Call Center staff as requested.
• Balance the credit card portfolio to general ledger totals using Finance reports and balance credit card checking accounts against prior-day payments and cash advances.
• Assist with preparation and submission of the monthly statement package to Finance.
• Run and balance monthly rewards-points redemption reports.
• Prepare monthly usage, card interchange, interest, and delinquency reports and related customer letters.
• Assist with the monthly credit card preapproval list and quarterly rewards liability reports.
• Complete recurring reports, reconciliations, account activity reviews, and documentation accurately and within deadlines; research discrepancies and communicate or escalate unresolved balancing and control issues.
• Support card products, promotions, balance-transfer opportunities, preapproval campaigns, and other appropriate card-growth activities.
• Provide branch and front-line employees with card product, process, promotion, and service information and answer card-related questions.
• Assist with card program updates, procedural changes, product enhancements, services, card accessories, and recurring debit and credit card promotions.
• Participate in training, branch support, customer meetings, and card-product demonstrations as requested.
• Collaborate with other departments to assist with call overflow and digital tool management.
• Follow applicable laws, regulations, card-network requirements, Bank policies, and departmental procedures; protect confidential customer and Bank information and follow security and verification practices.
• Complete compliance assignments and required training on time, and maintain records and documentation supporting internal controls, audits, examinations, and issue resolution.
• Identify and communicate opportunities to improve accuracy, efficiency, customer experience, fraud controls, systems, products, vendor service, and department processes.
• Report suspicious card activity and transactions to appropriate staff to minimize risk and loss for the Bank.
• Assist with testing, implementation, documentation, and training related to system, product, vendor, or process changes.
• Stay current on regulations, products, services, systems, industry developments, and related processes.
• Maintain dependable attendance, contribute to a positive working environment, and provide friendly, professional, outstanding service to internal and external customers.
• Travel to Bank locations and customer or business meetings as needed.
• Perform other duties as assigned based on business needs.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed