Card Services Specialist - Rochester, NH

Service Credit Union•Rochester, MN

6d•Onsite

About The Position

Service Credit Union is seeking a Card Services Specialist responsible for the daily processing, support, and maintenance of card related operations, including debit and credit cards. This role ensures the accurate and timely issuance of cards, provides customer support for card-related issues, monitors for fraudulent activity, and ensures compliance with internal policies. Members are the priority at Service Credit Union, and every role at the credit union is responsible for supporting member solutions and contributing positively to member experience.

Requirements

High School diploma or equivalent required.
Prior member service experience desired
Demonstrated strong working knowledge of systems used by both front-line and back-office operations (Branch Suite, Client Central, OnBase).
Strong understanding of internet-based environments, both full internet and mobile experience. As well as web browser options and configurations for each.
Organizational, analytical and problem-solving skills.
Able to identify problems, recommend enhancements, and implement solutions in a fast-paced environment.
Excellent interpersonal, presentation and organizational skills.
Ability to communicate clearly and effectively verbally and in writing
Proficient with Excel, Microsoft Outlook, Word, Power point, and various web-based applications required.
Strong interpersonal communication skills with the ability to build trust and rapport with members and staff.
Demonstrated empathy and emotional intelligence when supporting members in vulnerable or high-stress situations.
Skilled in de-escalation techniques and conflict resolution to navigate complex or emotionally charged member interactions.
Ability to maintain professionalism and compassion while handling sensitive financial matters.
Collaborative mindset for working closely with internal teams to provide seamless service and problem resolution.
Sound judgment and discretion when accessing and discussing confidential member information.

Responsibilities

Respond to calls and emails from members, Credit Union staff, and processors regarding card services issues.
Manage multiple shared email inboxes, ensuring timely and professional responses.
Support members with card tokenization through Apple Pay, Samsung Pay, and Google/Android Pay.
Process and review travel notifications and transaction exemptions for cardholders.
Provide quality support while maintaining professional relationships with peers, staff, and members.
Process new debit and credit card requests, replacements, and maintenance in the card management system.
Manually add or update cards in Fiserv Client Central as needed.
Handle card order exceptions, including expedited and reissued card requests.
Communicate with CPI for card orders and fulfillment issues.
Review and process monthly renewal files for debit and credit card portfolios.
Monitor card activity for suspicious transactions and take appropriate actions, such as blocking and reissuing cards.
Handle escalations with Fiserv to assist members with complex issues.
Review and post transactions from daily Visa/ATM exception reports.
Review RCM files to identify and resolve card errors.
Maintain accurate records and documentation in compliance with internal procedures, PCI-DSS, and regulatory guidelines.
Update and maintain Salesforce for tracking card activity, reporting, and internal audits.
Stay current on changes to web browsers, mobile technology, fraud trends, and card network rules.
Investigate daily EnFact alerts and respond appropriately to prevent or reduce fraud losses.
Process and investigate Visa CAMS and FICO alerts, and respond appropriately to prevent or reduce fraud losses.
Review, investigate, and respond to suspicious and fraudulent card transactions associated with cards listed in the travel spreadsheet.
Review, investigate, and respond appropriately to all internal and external reports of suspicious card activity to prevent or reduce fraud losses.
Properly notate all suspected or confirmed card fraud.
Draft member communications to alert members to suspicious or fraudulent card activity and provide superior service to all members.
Update and maintain various fraud monitoring reports.
Evaluate, update, and maintain EnFact card rules with the intent of preventing card fraud.
Manage calls and emails from the Credit Union staff related to card fraud.
Train branches and internal teams on card services procedures and system updates.
Share best practices and communicate updates related to card products, mobile solutions, and security enhancements.
Maintain confidentiality of member information, financial data, and internal policies.
Uphold professional standards of conduct, trust, and integrity in all interactions.
Perform other duties and projects as assigned in support of the Card Services department.
Attend card fraud related webinars and local fraud network meetings to maintain ongoing knowledge of new or shifting fraud trends.
Maintain confidentiality regarding credit union policies and procedures, member financial data, personal information, and work-related events.
Regular and reliable attendance is an essential function of this position.