Card Services Support Specialist II

C&F Bank•Leon, VA

4d•$41,000 - $57,000•Onsite

About The Position

The Card Services Support Specialist performs operational and customer service functions supporting the Bank's debit card program and related electronic payment services. Responsibilities include debit card production and maintenance, customer support, dispute processing, fraud monitoring, risk mitigation, regulatory compliance activities, and reconciliation functions. Position level is determined by experience, demonstrated proficiency, independence, decision-making authority, and subject matter expertise.

Requirements

Associate degree in Business Administration, Accounting, Finance, Information Systems, or related field required.
Equivalent relevant experience may be considered in lieu of a degree.
Three years of banking operations, electronic banking, card services, fraud, dispute processing, deposit operations, or related experience required.
Experience processing Regulation E disputes and chargebacks.
Experience working with card processing systems and fraud monitoring tools.
Knowledge of banking products and services, debit card operations, customer service practices, and applicable regulatory requirements.
Strong analytical, problem-solving, and reconciliation skills with the ability to independently investigate and resolve issues.
Effective communication, organizational, and time-management skills with the ability to manage multiple priorities in a deadline-driven environment.
Proficiency in Microsoft Office and the ability to accurately review, interpret, and maintain operational data.
Commitment to maintaining customer confidentiality and delivering exceptional service to customers and business partners.

Responsibilities

Respond to routine internal and external customer inquiries.
Perform card maintenance requests, limit increases, and account research.
Update card system records and process basic requests.
Assist with card reporting and cleanup activities.
Resolve escalated customer issues involving card access, transaction disputes, and maintenance exceptions.
Research complex card activity and recommend resolutions.
Assist branches with non-routine card servicing requests.
Produce Instant Issue debit cards.
Process replacement card requests.
Maintain returned card inventory and activity logs.
Perform card destruction under dual-control procedures.
Process routine card maintenance functions.
Independently manage all debit card production workflows.
Resolve system, vendor, and production exceptions.
Coordinate with vendors regarding card operational issues.
Monitor card inventory and operational controls.
Process routine consumer dispute claims.
Enter disputes into applicable processing systems.
Process provisional credit requests under established guidelines.
Maintain documentation and case files.
Investigate and resolve complex disputes and chargebacks.
Perform account research and fraud analysis.
Reconcile dispute-related general ledger accounts.
Prepare customer communications related to dispute outcomes.
Review reports for accuracy.
Process routine adjustments and exception items.
Investigate discrepancies and balancing issues.
Recommend corrective actions.
Review assigned fraud alerts and exceptions.
Contact customers regarding suspicious transactions.
Update fraud monitoring systems.
Conduct detailed investigations of fraudulent transactions.
Coordinate fraud cases with internal departments and external partners.
Prepare documentation supporting loss recovery efforts.
Participate in departmental projects.
Support operational initiatives.
Perform additional duties as assigned.