Card Services Specialist

Merchants Bank • Winona, MN

2d • $23 - $27

About The Position

Merchants Bank is seeking a full-time Card Services Specialist in Winona. The role performs daily operational, administrative, accounting, customer service, and support functions for the Bank’s credit and debit card programs, including cash advance equipment 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 is 40 hours per week, with hours varying to match department work hours and a Saturday rotation. It reports to the AVP/Director of Card Services.

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.
• Regular and dependable attendance.
• Ability to perform extensive computer work requiring good hand/eye coordination and dexterity.
• Ability to lift up to 25 pounds.

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 card maintenance requests and accurately document account information.
• Provide phone, email, and in-person customer service and online and mobile app support to card customers.
• Research and resolve cardholder questions, transaction concerns, and service issues; appropriately escalate complex or sensitive matters.
• 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.
• Reconcile the credit card portfolio to general ledger totals and balance credit card checking accounts against prior-day payments and cash advances.
• Assist with monthly statement packages, rewards-points redemption reports, credit card preapproval lists, and quarterly rewards liability reports.
• Prepare monthly usage, card interchange, interest, and delinquency reports and related customer letters.
• Complete recurring reports, reconciliations, account activity reviews, and documentation accurately and on time; research discrepancies and communicate or escalate unresolved issues.
• Support card products, promotions, balance-transfer opportunities, preapproval campaigns, and other appropriate card-growth activities.
• Provide branch and front-line employees with 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 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 information and follow security and verification practices.
• Complete compliance assignments and required training within established timeframes and maintain records that support 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.
• Assist with testing, implementation, documentation, and training for system, product, vendor, or process changes.
• Stay current on regulations, products, services, systems, industry developments, and related processes.
• Contribute to a positive working environment, greet customers professionally, provide outstanding service, and maintain regular and dependable attendance.
• 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